Weekend Senior IT Service Desk Agent
We are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.
Acting as a senior agent in an IT service desk environment, you will be a first point of contact for Thames Employees and Partners to resolve their IT issues. You will work with the Thames IT partners to ensure incidents that can't be fixed at first point of contact are routed efficiently to the correct team.
What makes this role unique?
As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we're looking for, are focused on the end to end service management of our IT services (using the ITIL V3 frame work).
This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Working within our brand new team will enable to you to make a difference and take advantage of fantastic career progression and opportunities within the IT department.
What will this role involve? (Accountabilities)
This role will involve:
Being the first time contact for IT issues from the user community
Continually improving the incident resolution times and first time fix rate.
Working with the Problem Management analysts to provide quality of information for further root cause analysis
Working closely with the incident manager to improve the quality of information to be used by 3rd party support teams to improve the incident resolution times
Acting as mentor to the Service Desk Agents to improve their performance and knowledge
Act as a single point of contact for phone calls staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone
1st and 2nd line support - troubleshooting of IT related incidents from in-house software to hardware, such as mobile phones, Laptops, PCs
Escalating unresolved calls
Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Basic Active Directory knowledge, creating user accounts, reset passwords, create groups etc.
What skills are we looking for?
The successful candidate will possess significant relevant customer facing experience and IT technical skills.
You will have excellent customer service skills and telephone manner and will have at least 2 years previous experience in an IT Service Desk role and have excellent organisational skills.
You will possess well developed interpersonal skills, outstanding communication skills (verbal, listening, written and tone) and you will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Knowledge and experience of supporting Windows 7/8/8.1 and Windows 10 is desirable, as well as knowledge of full MS Office 2010, 2013, 2016 Professional Suite and MS Office 365 environment.
You will have experience in deploying operating systems and software through SCCM and LANDesk and have experience in using remote access methods and applications (Citrix and VDI).
You will have a technical understanding of Active Directory (AD) and have working experience with Service management tools (Service now).
This permanent weekend part time position will be based in our head office in Reading town centre. You will be working rotating shifts which change weekly and you would be working both Saturday and Sunday. The early shift would be 06:30 am to 2:30 pm and the late shift would be 1:30 pm to 9:30 pm. We are offering up to £33,696 pro-rated (£18 per hour) to work 16 hours per week.
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