Call Centre/Customer Service Agent/Service Desk analyst

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We have a fantastic opportunity for experienced Call Centre/Service Desk/Call loggers/First Line support Analysts in Hampton, Peterborough.

This role is an onsite position

You will need to have experience of working In a call centre or service desk role.

Various Shifts. 7.5 hour shift. Desk covered between 08: and will include a Saturday and Sunday shifts on a rota basis

Contracts min 3 months, with a potential to going perm long term.

Key responsibilities

*1st Line Support of Software/Hardware related incidents.
*Accurately log incidents and ensure all relevant data is captured.
*Direct first hand ticket ownership.
*Regularly update incidents logged on the ITSM and manage the ticket assigned to your group.
*Maintain a high level of First Contacts Fixes.
*Proactively keep customers informed on an incident/request status and progress.
*Escalate incidents to the relevant resolver group where first time fix is not possible.
*Adapting and keeping up to date with current standard procedures.
*Proactively maintain and develop technical knowledge.
*Escalate potential service/problem issues initially with the relevant management/departments.
*Act as a role model for new members of the team and assist with training where required.

Knowledge and Experience

*Good knowledge of IT platforms, equipment and applications.
*Excellent time keeping.
*Excellent spoken/written communication skills.
*Relevant Customer service skills
*Previous experience within an IT support environment.
*Industry recognised qualifications in relevant area is desirable (ie MCP/CCNA/CompTIA)

*Experienced in the following:

oWindows Operating Systems
oApplication troubleshooting (Teams, Outlook, Word etc)
oHardware troubleshooting (desktop, laptop, phones)
oRemote Support
oCustomer Service

*Experienced in the following desirable:

oMS Administration of AD, Exchange, O365
oMDM (such as Intune)

*Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
*Experience of working to SLAs, KPIs and to be able to accurately describe their purpose is desirable.

Personal attributes

*Positive, enthusiastic and supportive individual.
*Effective communication skills.
*Ability to take ownership of incidents and progress to resolution.
*Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
*Ability to work under pressure and apply existing knowledge to unknown areas.
*Ability to work in a team and to support team members.
*Creative troubleshooting skills and inquisitive nature.
*Passionate, professional, with a 'can-do' attitude at all times
*Proactive thinking
*Ability to work in office and remotely

So if you are a Call Logger/Service Desk/First Line support/Call Centre analyst with the above skills and experience please apply now!

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Global Technology Solutions is acting as an Employment Business in relation to this vacancy..

Start date
3 months +
Global Technology Solutions Ltd
Published at
Project ID:
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