We are looking for a talented Service Desk Agent to join an expanding and fast-paced IT MSP. Working from a modern, open-plan office; expect an exciting and varied role delivering day-to-day customer service and support for our wide client base.

We offer strong progression opportunities for candidates willing to go the extra mile.

Joining as a 1st line customer service team member you will be involved in driving the customer experience, playing a vital role in ensuring the delivery of great customer service.

You will provide fast and intelligent telephone triage and call prioritisation, accurately directing calls to the appropriate team. You will follow defined service procedures and processes to action various client requests.

You will;

- Serve as the first point of contact for clients seeking service advice or technical assistance over the phone or by email

- Be familiar with our varied client base and work in line with all service desk policies, processes and services

- Determine the best escalation route based on the issue and details provided by clients, accurately recording the information on tickets

- Provide accurate information on IT products or services

- Follow-up and update client/ticket status and information to completion

- Assist with the preparation of software updates (change management)

- Be responsible for ensuring correct security authorisation validations

- Be required to complete user account administration requests within Office 365

- Take details of any problems, service requirements, feedback or suggestions from clients, even if they fall outside of your remit – then escalate these appropriately to the relevant team

- Identify and suggest possible improvements to the procedure

In return, we offer a salary between £22,000 – £26,000 per annum (depending on experience), flexible benefits, life assurance, health care plans, company pension contributions and extensive training and development opportunities.

We welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Please Note - All applicants will receive a link / be redirected to the company's career site after your initial application. Only those applicants who complete the online application form will be considered for this role.