Service Desk Agent

iRecruit Partners Ltd
11 Mar 2018
10 Apr 2018
Contract Type
Full Time
Recruit Specialist is working with a company on the outskirts of Reading looking to recruit for a Service Desk Analyst to join the team, managing internal and external customer technical queries.

Key Tasks:

To ensure that all calls to the Service Desk from customers are logged & responded to within pre-set service levels

Identify relevant problem types and associated priorities

Verify information back to the customer on the call details, ensuring that all the relevant information is entered in the call logging system in a clear and concise format

Triage to best of ability and if necessary, progress calls to other departments or third parties for further investigation ensuring regular updates and working towards a prompt resolution

Undertake proactive calls to make customers aware of known issues before they have to call the Service Desk

To play an active role within the Service Desk team remaining flexible to support others during busy periods

Actively strive to improve technical ability by self-study, organised in-house training and attendance of external courses

Key Skills:

Excellent Windows operating system knowledge, all versions

Excellent desktop and server knowledge, all versions

Strong Active Directory knowledge

Excellent Exchange knowledge

Abnility to problem solve and troubleshoot

Strong communication skills, both verbal and written

Comfortable with working flexible hours

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