Service Desk Agent

Reference
1097918

Branch
Teesside University

Start date
01/08/2025

Duration
Ongoing

Hours and days
Monday to Friday, 8.30 - 17.30

Dress code
Smart Casual

Salary from
£25,000

Salary to
£25,000

Role
Unitemps at Teesside University are recruiting an exciting new permanent role in Stockton-on-Tees. Working for a wonderful business, looking for a graduate to join them, this is the perfect opportunity for an IT/Tech individual to find their first post-Uni job!

Duties and responsibilities

• Answer service desk enquires via telephone, email, web chat and occasionally in person.
• Understand customer needs and collect all information required to deliver a successful conclusion.
• Maintain a broad foundation of knowledge across our portfolio of telecoms, connectivity, and IT services.
• Handle a range of tasks including faults, change requests, hardware configuration and provisioning.
• Resolve 80% of enquires on first contact and in a timely manner.
• Effectively escalate enquires to second line, other departments and company directors where required.
• Engage with suppliers and other third parties where required.
• Ensure customers are kept up to date regarding open enquiries without fail.
• Analyse allocated enquires and prioritise tasks appropriately.
• Maintain accurate and up to date information on company systems.
• Use concise, effective, and professional written and verbal communication.
• Operate in line with company ISO 27001 (data security) and 9001 (quality) policies.

Skills and experience

• Actively develop knowledge to stay up to date with industry developments and to meet the changing needs of the role, team, and business.
• Achieve targeted and independently identified learning and certification activities.
• Encourage and support the development of others and the business by engaging in and contributing to a positive culture of continuous improvement.
• Represent the business in a professional, positive manner and in doing so reflect the values of the business.
• Undertake any other duties that may reasonably be required, and are commensurate with the grade of the role, in furtherance of the objectives of the business.
• Ensure compliance with business policies, procedures, and contract of employment.

Location
Stockton-on-Tees

Benefits

• 20 days holiday per year plus bank holidays, increasing by 1 day per year up to a maximum of 27 days.
• Continuous development and opportunity for internal moves/promotions.

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