Service Desk Agent

Job overview

The post holder will be the main point of contact to all computer users throughout the Trust by the provision of a Service Desk operating 08:00 to 17:00 Monday to Friday.  They will be expected to log all calls into the Call Logging System, ensuring that all processes are carried out in a timely and accurate manner to ensure an efficient Service Desk, giving advice to the user following agreed pre-defined responses to facilitate possible solutions to calls.

This is a permanent full-time post (37.5 hours).

Please note: this vacancy may close early if a sufficient number of suitable applications are received.

Main duties of the job

If a call is logged onto the Call Logging System and then has to be passed onto a supplier for rectification, the Service Desk Agent will be responsible for ensuring call progress with the supplier is monitored and falls within the contractual obligations.

Assist in on-going projects within the department, providing administration support and ensuring accurate records for configuration management.

Detailed job description and main responsibilities

An opportunity has arisen working within the Service Support Team, the vacancy is for a Service Desk Agent working 37.5 hours between Monday to Friday.

The postholder will be expected to log all calls into the Call Logging System, ensuring that all processes are carried out in a timely and accurate manner to ensure an efficient Service Desk, giving advice to the user following agreed pre-defined responses to facilitate possible solutions to all calls.

If a call is logged onto the Call Logging System and then has to be passed onto a supplier for rectification, the Service Desk Agent will be responsible for ensuring call progress with the supplier is monitored and falls within the contractual obligations.

Assist in on-going projects within the department, providing administration support and ensuring accurate records for configuration management.

The ideal candidate will have strong administration, customer services and organisational skills, being a good communicator, polite, patient and helpful at all times to all levels of staff. Ability to use a computer is essential, in particular, Microsoft Word and Microsoft Excel.

Training will be given in the use of the Call Logging System.

Candidates will be required to present original certificates for qualifications at the interview stage.

Please note this vacancy may close before the advertised closing date if a sufficient number of suitable applications are received.