IT Customer Service Center Agent
(Level 2)
Overview
The IT Customer Service Centre Team Agent provides technical support and forms part of a shift providing IT support to our global customers on a 24/ 5 rota. The role ensures that incidents and service requests are resolved efficiently within agreed SLA’s, maintains documentation, supports the overall stability and improvement of IT services.
Responsibilities
* As we operate a 24/5 service, team members are required to participate in the shift rota, including night shifts.
* The role is office-based to enable close collaboration and ongoing team development in our fast-moving IT environment.
* Ability to act as the ambassador for IT, championing the need for customer service and putting our customers first.
* Provide excellent customer support through clear communication, empathy, professionalism, ensuring a positive experience for all customers.
* Take ownership of tickets through to resolution, including communication with customers and other IT functions ensuring all updates are logged on our ITSM toolset.
* Prioritise and manage workload in line with SLAs and business impact.
* Troubleshoot end user IT related issues.
* Provide support with request fulfilment including but not limited to account creations, password resets, software installation and modifying access permissions.
* Support customer onboarding/ offboarding, including account management and hardware/ software provisioning.
* Assisting with customer issues involving Android and Apple phone especially around MFA
* Liaise with IT teams when issues require further escalation but staying the owner of the ticket ensuring the ticket is updated in line with our Customer Charter.
* Work closely with the IT Management to highlight recurring issues and trends.
* Produce and maintain internal documentation, including knowledge base articles and technical procedures.
* Identify opportunities for process, documentation, and technology improvements.
* Assist with project work, system upgrades, and scheduled maintenance tasks as required.
* Ensure all work is performed in line with IT security standards, data protection requirements and change management processes.
* Escalate potential suspected major incidents by following agreed processes.
* This role may require additional duties and/or assignments as designated by management
Qualifications
* Qualification or experience in ServiceNow
* CompTIA A+ (fundamentals of IT support) or working towards this qualification.
* Microsoft Certified: Modern Desktop Administrator Associate would be desirable.
* Any qualification in Microsoft applications, SharePoint or OneDrive would be desirable.
* ITIL Foundation v4 is desirable.
* Any other Microsoft qualification would be desirable.
* Any qualifications in OKTA is desirable.
Preferred skills
* Strong communication skills, able to explain technical concepts in plain language.
* Being a team player who collaborates effectively with colleagues across all IT functions.
* Patience and professionalism when dealing with users who are experiencing IT disruption.
* Having a continuous improvement mindset and proactively being able to enhance the user experience.
* Good time management and ability to prioritise tasks under pressure.
* Clear, professional communication skills, both written and verbal.
* Strong organisational skills and ability to manage multiple priorities.
* Strong troubleshooting and problem-solving skills on hardware and software.
* Good working knowledge of Windows 10/ 11/ Mac, Microsoft 365 and AD though RDirectory.
* Basic networking knowledge including an understanding of DNS, DHCP, VPN and Wi-Fi.
* Familiarity with ServiceNow and ITIL processes (Incident, Request, Change).
* Basic scripting experience (PowerShell and Excell for automation)
* Familiarity with IT cloud platforms (Azure AD, Intune, Endpoint Manager, SCCM, Company portal, Jamf).
* A good understanding of backups and patching monitoring practices.
* Ability to use remote support tools to troubleshoot and resolve issues for off site customers.
* Cybersecurity awareness (understanding of MFA, phishing prevention, and basic security hygiene).
Compensation
* £25,000-£31,500 + Bonus
Location
* East Kilbride
* No travel expectations for this role