Service Desk Agent/Administrator

  • Job Reference: 395860404-2
  • Date Posted: 12 October 2021
  • Recruiter: Calibrate Consulting
  • Location: Leicester, Leicestershire
  • Salary: £20,000 to £23,000
  • Sector: Management & Supervisors, Reception & Front Desk, Restaurant & Service
  • Job Type: Permanent

Job Description

Calibrate Consulting is currently looking for a Service Desk Agent for a permanent position. The role does not require any prior experience, but does require a high level of organisation and attention to detail.

The Service Desk Agent will be responsible for administration of any tickets raised on

RELEVANT SKILLS AND EXPERIENCE

  • Extremely well organised with strong attention to detail
  • Natural problem solver with critical thinking and constant strive to make things better and simpler
  • Ability to see tasks through to completion
  • Good time management and workload prioritisation skills
  • Ability to work under pressure and deliver to ambitious deadlines
  • Proficient with MS Office or Google Workspace and intuitive with technology
  • A people person with great communication at all levels

SPECIFIC RESPONSIBILITIES INCLUDE

  • Manage standard change requests through the Calibrate Service Desks
  • Assign requests to appropriate teams/individuals where appropriate
  • Complete documented sub-tasks where appropriate
  • Ascertain all of the required information to make standard changes successfully
  • Check that requests are progressing as per defined process documentation
  • Triage issues as they are raised and escalate where necessary - assign to relevant individual if 2nd or third line support is required
  • Responsible for meeting SLAs - ensure the issue resolution process continues and follow up with customer when further information or action from the requestors side is required
  • Escalate to service desk manager in a timely manner where there is a risk of SLA breach
  • Work with The Service Desk Manager and stakeholders to ensure SLAs and OLAs are met with satisfactory outcomes for the issues that are raised in The Calibrate Support Portal
  • Implementation of changes where appropriate and required
  • Refer changes to Change analyst when there is no existing process in place
  • Help to champion the use of best practice and provide expert advice for team members, concerning service management