IT Service Support Agent – Customer-First Tech Help

Jigsaw24; Nottingham; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

26 days holiday

Health cover

Cycle2work

Travel to work loan

Free on-site parking

Staff purchase scheme

Unlimited coffee/tea facilities

Pension scheme

Electric Vehicle scheme

Life cover

Job summary

Jigsaw24 in Nottingham is seeking a Service Support Agent to be the primary contact for starters and leavers, hardware break fix and grading services customers. You will support Apple, Android and Windows devices, manage loan stock, book couriers and arrange stock from the warehouse.

Reporting to the Service Support Manager, you will deliver excellent customer service via phone and email within SLA, onboard new B2B customers and support existing ones, and develop a solid understanding of

Qualifications

• Excellent customer service and active listening.
• Clear written and spoken communication.
• Strong planning, organisational and time management skills.
• Proficiency with Microsoft Word, Excel and Outlook.
• At least 1 year in a customer service role.

Responsibilities

• Manage Incidents and Requests in line with ITIL and Case Management processes.
• Ensure responses are within the documented SLA.
• Provide professional responses to incidents and requests.
• Set expectations and communicate next steps to end users.
• Review knowledge articles and online support material.
• Provide basic troubleshooting for Apple or Windows devices.
• Create and oversee consignments with couriers via internal systems.
• Collaborate with internal departments to ensure timely resolution.

Skills

Customer service

Communication

Planning

MS Office

Tools

Word

Excel

Outlook

Job description

Jigsaw24 in Nottingham is seeking a Service Support Agent to be the primary contact for starters and leavers, hardware break fix and grading services customers. You will support Apple, Android and Windows devices, manage loan stock, book couriers and arrange stock from the warehouse.

Reporting to the Service Support Manager, you will deliver excellent customer service via phone and email within SLA, onboard new B2B customers and support existing ones, and develop a solid understanding of