Technical Services Agent are expected to work independently and use their own initiative whilst still working effectively as part of their team. You will perform the full range of duties required in providing solutions to our customer base, this includes evaluating customer needs and provide general administrative duties to provide efficient and effective support to the Service Desk.
Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:
Provide a high level of customer service as the first point of contact for customers via telephone, email and our customer portal
Log calls accurately, with a high level of detail on the call management system
Proactively deal with Customers queries
Carry out basic incident resolution (first time fixes)
Monitor the service dashboard and achievement of KPIs around customer SLAs
Monitor our remote monitoring tool (SolarWinds MSP) and act on alerts
Generate reports for and on behalf of management as required
Provide information to customers
Organise and maintain calendars and schedules for support engineers
Maintain a positive attitude and a high level of customer service at all times
Must be able to work in shift patterns on a 24/7 rota.
Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.
Experience in a call handling position
Experienced in customer service
Previous experience within the IT industry
Interest in Technology
A full driving license - preferably clean
A high level of self-motivation together with a willingness to learn new skills
A flexible and enthusiastic approach to the job.
Good problem solving and decision making skills.
Experience of the Microsoft Office suite
Great attention to detail
Ability work with minimum supervision, perform under pressure and remain highly effective.
Consistently demonstrate professionalism creating a high level of customer satisfaction
Training: Internal training on products and services will be provided. However, staff are expected to consistently keep abreast of new developments, which would impact on their areas of responsibility. Personal training in relation to this job description will be given as part of the company’s overall personnel development program.
Benefits our employees enjoy include:
· Daily fruit deliveries
· Onsite gym
· Virtual Reality Room
· Free Parking
· Flexible working
Conditions of Employment
Salary: The salary and benefits for this position will be determined according to the experience of the person appointed. General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 24 days plus 7 statutory holidays. Novosco Ltd operates a Non Smoking Policy. Novosco Ltd is an Equal Opportunities Employer.
This job comes with several perks and benefits
Get your caffeine fix to get you started and keep you going.
Kids are the future, go spend time with them.
We take care of you, even when you are old and wrinkly.
Social gatherings and games; hang out with your colleagues.
Time is precious. Make it count. Morning person or night owl, this job is for you.
Easy access and treehugger friendly workplace.