On behalf of our client we are recruiting for the role of Service Desk Agent. This role covers a shift cycle that runs from 8am-8pm.
- Installing and maintaining hardware and software
- Document, diagnose and resolve faults
- Manage user passwords
- Security and inventory documentation
- Ensure the efficient performance of servers, printers and personal computers
- Help desk support
- User training
About the role:
Senior Technical Service Desk Agent will play a pivotal role in helping the Technical Service Desk to enhance and develop the support proposition in a Managed WAN environment. Operating at a deep technical knowledge level in the WAN environment the role will enhance customer experience and further increase satisfaction within the customer base both internally and externally.
Potential candidates will have a strong Cisco background with WAN and Managed Service Provider experience, to provide second level support, analysis and diagnostics for managed WAN customers. The candidate will liaise and work with the Level 1 support and various partners to successfully identify and resolve customer issues.
The candidate will have to have strong application performance awareness and troubleshooting skills. The candidate will be expected to develop and coach Level 1 teams with best practices and most common issues to streamline and improve the customer support process and experience. WAN/ICT Solution Design advice and best practices experience are desirable.
The Senior Technical Service Desk Agent will take an important role in working in an integrated manner with the Three Business Implementation Team to ensure a smooth handover of customers from implementation stages to BAU.
They will also play a key role managing major incidents, which occur within the Three ICT customer base, and will drive customer experience. This will include attending customer meetings if required and assisting in the compilation of reports for the WAN and Wider ICT Area product set.
If you have a relevant Bachelors degree and 4-5+ years experience we would love to hear from you. Please apply along with your CV, a cover letter explaining your experience & why the role appeals to you as well as your expected renumeration rate, per hour.