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- Tasks: Be the first point of contact for clients, handling calls, chats, and tickets.
- Company: Join a dynamic team focused on delivering top-notch service in a fast-paced environment.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Gain valuable experience in customer service while making a real impact on client satisfaction.
- Qualifications: No specific experience required; just bring your enthusiasm and willingness to learn!
- Other info: Work permit may be needed if you're not a passport holder of the country.
The predicted salary is between 24000 - 36000 £ per year.
The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.
Key Roles and Responsibilities:
- Receive, log, validate and diagnose client requests, on full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms and processes.
- Use MS product and process knowledge along with discretion to respond to tickets.
- Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
- Build knowledge articles, or flag the need for such content, when relevant articles are not available.
- Provide timely updates to clients, when requested, on any pending requests or tickets.
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to client.
- Produce breach and ageing reports for tickets opened by service desk.
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
Knowledge, Skills and Attributes:
- Ability to work under guidance.
- Team Player.
- Ability to use sound judgement to escalate an issue to a higher level.
- Methodical in approach to ticket resolution.
- Demonstrates ability to interact with a variety of stakeholders.
- Demonstrates required integrity to ensure excellent client service and retention.
- Demonstrates the attributes of professionals.
- Excellent attention to detail and client focused.
- Strong and effective verbal and written communication skills.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Bank or payment details should not be provided when applying for a job. Eurojobs.com is not responsible for any external website content. All applications should be made via the 'Apply now' button.
Service Desk Agent employer: Dimension Data
Contact Detail:
Dimension Data Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Agent
✨Tip Number 1
Familiarise yourself with common service desk tools and platforms. Understanding the software and systems we use will give you a significant advantage during the interview process, as it shows your readiness to hit the ground running.
✨Tip Number 2
Brush up on your communication skills. As a Service Desk Agent, you'll be interacting with various stakeholders, so practice clear and concise communication. Role-playing scenarios with friends can help you feel more confident.
✨Tip Number 3
Demonstrate your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved issues or improved processes. Be ready to share these during your interview to showcase your methodical approach.
✨Tip Number 4
Research our company culture and values. Understanding what we stand for at StudySmarter will help you align your answers with our expectations and show that you're genuinely interested in being part of our team.
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Service Desk Agent position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service or IT support. Use bullet points to make it easy to read and focus on achievements that demonstrate your problem-solving skills.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled client requests or resolved issues in the past, showcasing your communication skills and attention to detail.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your professionalism and attention to detail, which are crucial for the Service Desk Agent role.
How to prepare for a job interview at Dimension Data
✨Know Your Products and Services
Familiarise yourself with the full range of products and services offered by the company. This knowledge will help you respond effectively to client requests and demonstrate your understanding of the role during the interview.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss how you would approach ticket resolution. Use examples from past experiences to showcase your methodical approach and sound judgement when escalating issues.
✨Showcase Your Communication Skills
Effective verbal and written communication is key for a Service Desk Agent. Practice articulating your thoughts clearly and concisely, as this will be crucial when interacting with clients and stakeholders.
✨Highlight Teamwork and Collaboration
Emphasise your ability to work as part of a team. Share examples of how you've collaborated with others to achieve common goals, as this role requires close cooperation with resolver groups and other functions.
