It Service Desk Agent

Service Care Solutions are looking for a IT Service Desk Agent to work within the Cheshire Constabulary on a 12-month contract.

Location: Winsford
Job role/responsibilities:
Provides a 'Service Desk' function for the Force's IT systems, taking phone calls directly from customers or from indirect sources (e.g. mailboxes), and providing excellent levels of service and customer care in the delivery of (first line) support services. The delivery of excellent service will be built on a foundation of good technical competency and knowledge of Information Technology and Force IT Systems, as well as problem-solving and investigative skills.

• Handle customer service requests efficiently and courteously through various channels, adhering to IT service standards.
• Log, classify, and assess Service Desk inquiries for proper prioritization and escalation.
• Resolve routine service requests promptly and provide guidance to bridge knowledge gaps.
• Investigate and troubleshoot non-routine incidents, aiming for quick resolution at the first contact.
• Assist at the Reception Desk, issuing devices and providing basic familiarization.
• Swiftly identify critical incidents using tools and technical expertise, escalating as needed.
• Maintain a strong understanding of IT systems, participate in improvement initiatives, and support customer engagement in IT Surgeries.

Knowledge/Experience required:

• Educated to level 3 in an IT related subject or equivalent relevant experience
• Some experience of working within a customer service environment, preferably within IT.
  Some experience in IT within a technical support/maintenance role.
• ITIL Foundation certificate (Desirable, to be obtained)
• Significant experience of working within a customer service environment (Desirable, to be obtained).
• Significant experience in IT within a technical support/maintenance role (Desirable, to be obtained).

Skills:

• Some knowledge and skills in customer service delivery
• Some understanding and practical application of Service Desk technology, Windows, Microsoft Office, Lotus Notes
• Some knowledge and understanding of Information Technology (systems, services, applications etc)

If you are interested in this role or want further discussion, please contact Lewis O'Donnell either via email: lewis.odonnell@servicecare.org.uk or tel: 01772208962. Alternatively, if you have any friend or colleagues that might be interested, please feel free to refer them as we a have a £250 referral scheme in place.