IT Service Desk Agent

Job Description

As a Service Desk Agent your main duties will be taking incoming calls, logging tickets, evaluating and resolving/escalating IT incidents that are raised by the Connells Group businesses.

The job is located in Leighton Buzzard and is office based.

You will work to a high level of accuracy, consistency and be able to work autonomously, with limited input from your Team Leader while understanding and applying service policies, processes and work instructions to ensure Connells Group customers receive the highest level of service.

Responsibilities:

• Endeavouring to provide all customers with the best level of customer service and support.
• Answering incoming calls from end users in need of assistance.
• Incident management with appropriate resolution or escalation within published service levels and ensuring contact is made with all customers within agreed timescales.
• 1st Line support for all internal and external applications, websites and services.
• Logging a ticket for all incoming calls
• Ensure high levels of call management and communication to all parties throughout the lifecycle of incidents.
• Diagnosing all incidents and detailing this in individual tickets.
• Provide appropriate resolutions or escalation within published Service Levels
• Full understanding of major incident, escalation and support processes.
• Full understanding of nature of business
• To aim for continual improvement to give the best service possible to the business.

Requirements:

• A sound understanding of the principles of customer service
• Minimum 12 months in a customer service or service desk environment
• A general understanding of:
  • Servers
  • Networking
  • E-mail
  • Internet
• A good level of grammar and spelling.
• Educated to GCSE Level (or equivalent) in Mathematics and English Language
• Knowledge and experience of working with current IT Systems including a working knowledge of Microsoft core desktop product

About us

Connells Group is one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network of over 1200 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.

Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.

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