24/7 Service Desk Agent

19000.00 - 21000.00 GBP Annual + GBP19000 - GBP21000/annum
11 Jul 2018
08 Aug 2018
Contract Type
Due to expansion, my client located in Telford is looking for a 24x7 Service Desk Agent to work as part of the 24/7/365 1st line support team, providing technical assistance to clients in professional and timely manner.

The role is permanent. Salary: GBP19,000pa to GBP24,000pa plus 20% Shift allowance.

??? Provide support for customers, including incident, problem management and service request fulfilment, covering our entire product set.

??? Communicate with 3rd parties including fault logging and Emergency Restoration Services (ERS)

??? Collaborate with other Service Desk teams and our NOC to achieve incident resolution;

??? To provide support on a 24x7 rota basis

??? To understand and work as part of our major incident process

??? To diagnose customers problems as methodically and efficiently as possible;

??? To ensure customer compliance with acceptable use policy via processing of abuse reports.

??? To pro-actively monitor our network management system and undertake pro-active management to prevent incidents from occurring.

??? Keep up to date with knowledge of the company's service portfolio;

??? Liaise with other internal departments over any customer queries/disputes;

??? To suggest improvements to management and team leaders in relation to working practices;

??? To work within a team and keep a pleasant working environment;

??? To continually keep abreast of new procedures and implement when necessary;

??? Any other tasks that may occur from day to day within the department.



5 GCSEs as a minimum including English & Mathematics at Grade C or equivalent


??? Higher education or additional technical qualifications

??? ITIL foundation qualification or higher



??? Experience dealing and working with customers.

??? Experience of Windows operating systems


??? Broad knowledge of technology / telecoms sector and competitor awareness

Experience of MAC OS



??? 6 months experience on service desk or in similar customer facing role.

Experience of 24x7 cover


??? Telecoms industry experience

??? Experience of dealing with Internet Services including DSL, Ethernet, Firewalls, GPON



??? Telephone and written communication skills at a high standard

??? Ability to work effectively under pressure from customers and suppliers

??? Able to use MS office packages effectively


Consistently able to determine the most appropriate method of communication with customer and suppliers

Personal Qualities

??? Able to take in and retain information quickly and accurately

??? Highly organised ?? works well to deadlines

??? Tailors information to the audience ?? i.e. translates technical information to a non-technical audience

??? Assertive, but able to remain cool, calm and professional under pressure.

??? Passionate about delivering customer service excellence

??? Excellent attention to detail

??? Have excellent interpersonal skills

??? Be self-motivated

??? Willing to share thoughts on improvements and process changes

??? possess a real drive to deliver to the best possible standard

If you are interested, please apply by sending your up to date CV or contact Sarah Turner on (Apply online only) for further details