Service Delivery Agent

Office Zebra LTD
17 May 2017
16 Jun 2017
Contract Type
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