Job Description

As Service Desk Agent (SDA), you will ensure a consistent quality of service for the installation, maintenance, and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction.

You will control incidents utilizing various tools ensuring our IT Support Engineer workforce and partners provide the highest possible level of service to our customers, as well as ensuring exceptional levels of communication with the customer and all internal stake holders.

KEY RESPONSIBLITIES

To provide the essential link between A & O and its clients: -

• Responsible for managing resource issues ensuring service level targets and KPI targets are achieved.

• Continually strive to provide a cost-effective service whilst meeting contractual requirements.

• Monitor and communicate resource control and business KPI’s and SLAs to team

• Ensure and develop close working relationships with customers in liaison with the Service Delivery Managers and manage any service, project or other delivery issue.

• To change service culture to achieve service excellence with continual improvements to quality-of-service delivery.

• Prepare and submit monthly reports to management on resource control activities.

• To inspire the resource control team to exceed their performance measures and develop their own skill base through on-going training.

• Proactively identifying service/process improvements to support continuous improvement.

• Liaising with internal and external departments to resolve escalated customer issues or service problems.

• To develop and sustain excellent customer relationships

ESSENTIAL SKILLS & QUALIFICATIONS

• Excellent PC Skills

• Proactivity, initiative and eager to progress.

• At least Intermediate standard on Excel and PowerPoint

• Excellent English verbal and written communication skills and ability to convey information clearly and effectively.

• Team player with excellent communication skills

• Positive, self-motivated, enthusiastic, and proactive.

• Organized, able to manage time effectively and prioritise tasks.

• Flexible and adaptable to meet changing business demands and working environments.

• Knowledge of standard IT related products. (PC’s, Laptops, Printers)

DESIRABLE

• 1 to 2 years, experience in a similar role

• Previous experience in a Help Desk role

• Demonstrable experience in a call centre ideally within an ITSM environment

• Experience in managing 3rd parties

• Supplier Management

ABOUT US:

A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.