Description
We are seeking a dedicated and customer-oriented Service Desk Agent to join our team.
The ideal candidate will be responsible for providing first-level support to our users, ensuring that their technical issues are resolved efficiently and effectively.
You will act as the first point of contact for all IT-related inquiries and will play a crucial role in maintaining high levels of customer satisfaction.
Position Responsibilities:
- Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.
- Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary.
- Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.
- Assist users with account management, including password resets and access issues.
- Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.
- Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.
- Participate in training sessions and workshops to enhance technical skills and customer service abilities.
- Contribute to the development of knowledge base articles and user documentation.
- Submit improvement proposals and enhancements in support of the Contractual obligations.
Benefits:
- Competitive salary and annual incentive plans
- Continuous learning - you’ll develop the approach and skills to navigate whatever comes next
- Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way
- An inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs
- Excellent Adoption and Parental leave options
- 23 days plus UK public holidays and a Winter Break between Christmas and New Year
- Pension Plan with up to 10% employer contribution
- Company paid BUPA Medical Plan
- Short Term Sickness: 100% pay for the first 26 weeks
- Long Term Sickness: 66.67% of annual salary from 27th week
- 6x annual salary life insurance
- Learning Together Programme to support your on-going personal and career development
- Access to Boeing’s Well Being Programs, tool and incentives