Service Desk Agent

The Scc; Highgate; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading IT company in Highgate is seeking a Service Desk Analyst to provide outstanding customer support. Responsibilities include managing incidents and requests, ensuring SLA compliance, and delivering great telephone support. Candidates should possess strong service level understanding, experience with Microsoft Azure, and proficiency in Microsoft Office. The role offers a competitive salary alongside a range of benefits, including flexible working options and development opportunities.

Benefits

Large company benefits

Flexible benefits scheme

Paid-for volunteering days

Qualifications

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

Responsibilities

• Log incidents and requests and progress them in the system.
• Deliver outstanding telephone support to customers.
• Manage queues and mailboxes efficiently.

Skills

Customer service

Incident management

Active Directory

Microsoft Azure

MS Office troubleshooting

ITIL principles

Tools

Microsoft Office

InTune

Job description

Job Responsibilities

• 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.
• Resolving and closing 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.
• 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.

Qualifications

• 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.

Benefits and Compensation

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

Hours

Hours : . am - pm, Monday - Friday

Interview Process

Interview Process : -stage process Why SCC?

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