Service Desk Agent

Preston | Job ID: SDA | Up to £21,674 per year

Role Details

Due to a truly exciting period of growth we are looking to recruit an enthusiastic and experienced Service Desk Agent, to join our team, based out of our Preston Head office

Location: Preston, Head Office

Salary: Up to £21,674 (subject to experience)

Hours: 40 hours primarily Monday to Friday with the potential weekend cover.

Service Desk Agent – The Role:

We have an exciting opportunity for a Service Desk Agent to join our friendly and supportive Service Desk Team, and work within the core of our business. As the first point of contact with clients and customers you will provide a highly professional and responsive service to all callers. Dispatching calls and e-mails to engineers accurately within a timely manner whilst updating and amending information as changes occur.

A quote from a member of our Service Desk Team
“The team immediately made me feel welcome, it’s a friendly and supportive place to work, and since joining I have learnt so much. The role is challenging, with opportunities to learn new systems and technologies and progression routes within the company”.

The comprehensive package and benefits offered at Infinium includes.

• Competitive salary of up to £21,674
• Competitive annual leave allowance with additional days accrued with length of service.
• Extensive training and development opportunities with internal progression available.
• Free home internet or Sim card, Wellbeing package including discounted gym, support towards optical and dental treatment and others, Paid Company Sick leave, Free parking, and regular team social events to name but a few.

As a Service Desk Agent your duties will include:

• Provide excellent customer support responding to incidents & requests via telephone and the company ticketing system.
• Create and handle service desk tickets through to escalation or resolution in line with SLAs and thresholds.
• Telephony call workflow, ensuring calls are answered and routed efficiently.
• Undertake scheduled daily tasks.
• Check monitoring systems for incidents and warning, action or escalate as required.
• Communicate to customers, the team and business when changes in process or customers occur.

To be successful in your application of Service Desk Agent you should be able to demonstrate:

• Adaptive communication skills to best support customer needs
• An ability to communicate clearly and effectively on multiple channels.
• The Ability to work well as part of a team and build effective relationships.
• Time and task management skills
• An ability to liaise with technical experts.

Required skills, knowledge, experience and/or Qualifications include:

• Good clear telephony manner – (Essential)
• Use of incident or ticket management systems – (Essential)
• Good written communication skills – (Essential)
• Desktop IT knowledge – (Desirable)

To submit your CV for this exciting  opportunity, please email HR@infinium.co.uk.