Service Desk Agent

SCC; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading IT services provider in Birmingham is seeking an experienced IT Support professional for a customer-focused role. Responsibilities include logging incidents, diagnosing issues, and providing outstanding support via phone and email. Ideal candidates will have strong customer service skills and familiarity with Service Level Agreements. This position offers a permanent contract, hybrid working arrangements, and a robust benefits package.

Benefits

Large company benefits

Flexible benefits scheme

Paid volunteering days

Qualifications

• Strong understanding of Service Level Agreements (SLAs).
• Proven experience in delivering high-quality customer service.
• Knowledge of 1st line Service Desk responsibilities.

Responsibilities

• Log incidents and requests and progress them in the system.
• Ensure all required incidents and requests are completed within the SLA commitments.
• Deliver outstanding telephone support to customers.

Skills

Customer service excellence

Service Level Agreements (SLAs)

Troubleshooting Windows and MS Office

Microsoft Azure / Entra ID

Microsoft Office proficiency

Tools

Active Directory

Microsoft Office

Job description

Contract Type: Permanent

Salary Package: £, -£, plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year

Hours: . am – pm, Monday – Friday

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose

• Log incidents and requests and progress them in the system.
• Accurately diagnose and assess incoming calls within the in-house system.
• Ensure all required incident and requests are completed within the SLA commitments.
• Resolve and close tickets at the first point of contact where possible.
• Deliver outstanding telephone support to customers.
• Respond to all emails promptly and ensure communication queues are regularly cleared.
• Security clearance or the willingness to apply will be required for this role.
• Administration of user accounts and permissions for users within Active Directory.
• Process Starter, Mover and Leaver requests.
• Use remote support tools to accurately diagnose and resolve user issues.
• Where required, assign tickets to the relevant resolver groups.
• Escalate more complex issues to IT staff and key stakeholders.
• Manage queues and mailboxes efficiently, ensuring timely resolution.
• Meet telephone support fix KPIs consistently.
• Ensure all incidents are resolved within SLA timeframes.

Skills and experience

• Strong understanding of Service Level Agreements (SLAs).
• Proven experience in delivering high-quality customer service.
• Knowledge of st line Service Desk responsibilities.
• Experience with Microsoft Azure / Entra ID and InTune.
• Experience of troubleshooting queries within Windows and MS Office.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
• Awareness of ITIL practices and principles.