As a Service Desk Agent within the Cennox team, you'll be part of a proactive, customer-focused support function based in Leeds. Reporting to the Service Desk Team Leader and working on a rota basis, your role will centre around monitoring and managing incidents raised by customers across various channels, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met. You'll play a critical role in delivering a high standard of support, coordinating with field engineers, and contributing to continuous service improvement. What you'll do: Monitor customer accounts and proactively manage incidents, taking remedial actions. Receive inbound calls and respond within required SLAs. Provide 1st line support on multiple products to engineers and customers. Log and manage service calls and requests for contracted devices and support teams. Coordinate field engineers and subcontractors to resolve incidents efficiently. Follow agreed customer operations manuals and escalation procedures. Maintain accurate and up-to-date records of all work completed. Contribute to the knowledge base and shared team documentation. Assist in onboarding and training new starters. Take part in service desk shift rota to meet operational hours. Participate in customer demos and meetings when required. What you've done: Worked in a busy call centre environment managing multiple tasks and incidents. Delivered excellent customer service, ideally within the finance sector. Met and exceeded SLAs and contributed to a high-performing service desk. Coordinated a field-based workforce effectively to meet service deadlines. Gained experience with scheduling tools (desirable). Developed knowledge of UK geography to support logistical coordination. Who you are: A confident communicator with an excellent telephone manner. A reliable team player with strong interpersonal skills. Detail-oriented and focused on delivering high-quality service. Capable of identifying training needs and open to continuous learning. Able to pass enhanced security and financial background checks. What we offer: 9% pension scheme (combined employer and employee contributions) Life assurance (2x salary) Refer-a-Friend scheme Optional healthcare plan with retail discounts Free on-site parking (at most locations) Employee Assistance Programme A diverse, inclusive workplace - Level 1 Disability Confident employer