IT Service Desk Agent – 1st Line Support & Customer Focus

QA; Slough; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

27 days Annual Leave (4 days festive)

Holiday Buying scheme

Medicash plan

Wellhub

Cycle to Work scheme

Private Medical Insurance

Employee Assistance Programme

Employee Discounts Benefit Hub

3 Development days

2 Charity days per year

Pension Scheme

Early Friday Finish at 4pm

Job summary

QA in the United Kingdom is seeking a motivated IT Service Desk analyst to provide 1st line support to internal and external customers. You will respond to incidents via phone, chat, email or end-user portal and take responsibility for faults while keeping customers informed of progress.

Tasks include following ITIL practices, escalating where needed, and maintaining high ticket quality and SLA adherence as part of a collaborative team focused on learning and service excellence.

Qualifications

• 1 year IT Service Desk experience supporting users remotely.
• Experience with Windows 8/10 and Office 2016.
• Knowledge of Active Directory and bespoke applications.
• ITIL or MCP certification (Not essential).

Responsibilities

• Handle incidents and requests via telephone, chat, email or end-user portal.
• Escalate incidents to 2nd and 3rd line teams as needed.
• Maintain high customer satisfaction and adhere to SLAs.
• Record end user identification information accurately.
• Record incident details and perform initial analysis to determine next steps.
• Prioritise, schedule and escalate incidents when required.

Education

GCSEs A-C

Tools

ITSM tools

Job description

QA in the United Kingdom is seeking a motivated IT Service Desk analyst to provide 1st line support to internal and external customers. You will respond to incidents via phone, chat, email or end-user portal and take responsibility for faults while keeping customers informed of progress.

Tasks include following ITIL practices, escalating where needed, and maintaining high ticket quality and SLA adherence as part of a collaborative team focused on learning and service excellence.