Service Desk Agent Senior

Responsibilities

• Ensure all calls are updated and resolved within SLA targets.
• Provide above customer expectation service; undertake first line resolution activities and participate in ongoing review and maintenance of the IT Service Desk processes.
• Desktop support in healthcare industry.
• Participate in knowledge sharing activities, both business and technical.
• Call Management:
  Deliver best practices; ensure all calls are logged accurately within IT Service Desk, capturing detail & correct information for inbound calls.
• Shift rotation: participate in a schedule to ensure adequate cover 7 days per week, including weekends and bank holidays.
• Communication:
  Write and speak fluently, communicate effectively, actively seek feedback from colleagues and customers.
• Be proactive in working with others to improve IT Service.
• Desk customer experience General: undertake training associated with duties, participate in training and development procedures, maintain confidentiality and observe data protection guidelines.
• Carries out any other reasonable duties in line with capability.
• ITSM process & Tools:
  Understanding of ITSM process, Ops Ram, Service Now; hands‑on experience of Active Directory, Exchange, O365 (new user ) etc.

• 3–4 years experience in IT or similar customer support/service delivery role.
• Excellent customer service skills with a high focus on quality; ability to communicate clearly and professionally.
• Strong problem‑solving and analytical skills; ability to work under pressure.
• Excellent interpersonal skills (verbal and written); clear understanding and interest in current and emerging technologies.
• Beneficial awareness of IT industry and interest in the use of IT within business functions.

Mid‑Senior level

Full‑time

Other

IT Services and IT Consulting