Posted: 19 June
The role
ICT Service Desk Agent
Join our team as an ICT Service Desk Agent, where you will be the first point of contact for IT-related queries. This role is ideal for someone with strong customer service skills and an interest in IT, looking to expand their knowledge and experience in a dynamic environment.
Day to Day of the Role:
- Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
- Perform accurate assessment of calls, aiming for a first-time fix where possible.
- Provide technically accurate solutions to users and customers, aiming to resolve 75% of incidents at the first point of contact.
- Allocate unresolved incidents and RFCs to the correct section of ICT services, ensuring accurate and sufficient problem determination has been attempted at first point of contact.
- Maintain the accuracy of the Service Management Tool and related databases by updating new user information, relocations, etc.
- Liaise directly with external maintenance suppliers and update internal customers as incidents are resolved or RFCs are released into the production environment.
- Produce statistical reports from the SMT and participate in quality control groups to identify service quality improvements.
- Participate in Change Advisory Boards, considering the risk and impact of releasing changes into the production environment.
