Service Delivery Agent

Recruiter
Office Zebra LTD
Location
Godalming
Salary
20000.0000
Posted
17 May 2017
Closes
16 Jun 2017
Contract Type
Permanent
Hours
Full Time

Role Summary

An international cloud provider is seeking a Service Delivery Agent to join their energetic and innovative team.

The successful candidate will have practical experience working on customer facing service/help desks and enjoy working in a team handling technical and operational enquiries by email and telephone. The role includes answering and logging calls from customersand staff, 1st/2nd line technical support and some office administration. You will be organised, have good technical troubleshooting skills and a passion for delivering an excellent support experience to customers and staff.

Key Duties and Responsibilities

  • Logging incidents for global customers and staff contacting the service desk
  • Ownership of qualifying, troubleshooting, coordinating and updating logged cases to closure within specified service level’s (SLA)
  • Providing 1st/2nd line technical support for internal office systems and customer facing systems
  • Logging and coordinating cases with external support desks such as Microsoft, Dell, EMC etc.
  • Preparing monthly reports for customers and management
  • On/off-boarding of starters and leavers including account creation, license allocation, equipment ordering, software installation/troubleshooting and assignment for phones, equipment etc.
  • Obtaining quotes from suppliers for technical equipment and services
  • Maintaining and publishing technical and operational information on intranets and shared spaces
  • Validation, verification and manipulation of data in spreadsheets and tables.

SkillsMust have’s

  • High energy with a confident, engaging and customer focussed approach
  • IT literate particularly around products like Microsoft Windows and Office, Excel, intranets, business applications, etc.
  • Good troubleshooting skills with a keen interest in continual learning about technologies, platforms processes and operations
  • Organised with a strong focus on deadlines, accuracy and timely delivery
  • Forward thinking with a flexible approach to undertaking and completing a variety of tasks and activities
  • The ability to work as part of a local and internationally distributed team
  • UK work permit

Good to have

  • Hands on experience with Microsoft business products including Office 365, CRM, SharePoint, Navision
  • Other technical skills/experience in SQL; Visio; Project; Active Directory
  • Exposure to technology service desk processes and IT operations
  • Exposure to programming and/or application development
  • Excellent data management skills
  • Experience in software/hardware asset management