Please answer the following questions in order to process your application.
Select your working status in the UK *
File Attachments:
(2MB file maximum. doc, docx, pdf, rtf or txt files only)
* denotes required field
Additional Information:
Availability/Notice
Hourly Rate GBP
Approximately how far are you willing to travel to work (in miles) ?
Key Privacy Information
When you apply for a job, JobShark will collect the information you provide in the application and disclose it to the advertiser of the job.
If the advertiser wishes to contact you they have agreed to use your information following data protection law.
JobShark will keep a copy of the application for 90 days.
More information about our Privacy Policy.
Job Details
Service Desk Agent (Contract)
Location: Wakefield, West Yorkshire Country: UK
Exciting new opportunity for IT Service Desk Agents based in Wakefield on a Temporary contract 6/12 months contract. The company are keen to drive the hiring within and are looking for candidates that would be potential and suitable permanent employees at the end of the contract.
As the Service Desk Agent you will provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.
Key Accountabilities
- Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (eg Microsoft products, operating system, basic networking, PCs).
- Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
- Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
- Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
- Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
- Personal Development Takes ownership of own development and has a development plan in place.
Experience
- Feedback from customers, colleagues and team managers.
- Technical assessments if applicable
- Evidence of sharing and re-use of knowledge.
- Correct management of processes followed to deliver the service.
- Percentage of customer problems resolved within required timescales.
- Meeting service level requirements.
Project People is acting as an Employment Business in relation to this vacancy.
Posted Date: 29 Apr 2024
Reference: JS-FJ-SDA-W
Employment Business: Project People
Contact: Martin Walker