24/7 Service Desk Agent

West Bromwich Commercial
21000.00 GBP Annual
05 Sep 2018
02 Oct 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 for further details.