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For Companies At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for global customers.
- Company: Join a dynamic IT team in a fast-paced environment.
- Benefits: Competitive salary, bonus, and opportunities for professional growth.
- Why this job: Make a real difference by enhancing customer experiences with your tech skills.
- Qualifications: Experience in IT support and strong communication skills are essential.
- Other info: Office-based role with a collaborative team culture and career advancement opportunities.
The predicted salary is between 25000 - 31500 £ per year.
The IT Customer Service Centre Team Agent provides technical support and forms part of a shift providing IT support to our global customers on a 24/5 rota. The role ensures that incidents and service requests are resolved efficiently within agreed SLAs, maintains documentation, supports the overall stability and improvement of IT services.
Responsibilities
- Participate in the shift rota, including night shifts.
- Act as the ambassador for IT, championing the need for customer service and putting our customers first.
- Provide excellent customer support through clear communication, empathy, professionalism, ensuring a positive experience for all customers.
- Take ownership of tickets through to resolution, including communication with customers and other IT functions ensuring all updates are logged on our ITSM toolset.
- Prioritise and manage workload in line with SLAs and business impact.
- Troubleshoot end user IT related issues.
- Provide support with request fulfilment including but not limited to account creations, password resets, software installation and modifying access permissions.
- Support customer onboarding/offboarding, including account management and hardware/software provisioning.
- Assist with customer issues involving Android and Apple phones especially around MFA.
- Liaise with IT teams when issues require further escalation while staying the owner of the ticket ensuring the ticket is updated in line with our Customer Charter.
- Work closely with the IT Management to highlight recurring issues and trends.
- Produce and maintain internal documentation, including knowledge base articles and technical procedures.
- Identify opportunities for process, documentation, and technology improvements.
- Assist with project work, system upgrades, and scheduled maintenance tasks as required.
- Ensure all work is performed in line with IT security standards, data protection requirements and change management processes.
- Escalate potential suspected major incidents by following agreed processes.
Qualifications
- Qualification or experience in ServiceNow.
- CompTIA A+ (fundamentals of IT support) or working towards this qualification.
- Microsoft Certified: Modern Desktop Administrator Associate would be desirable.
- Any qualification in Microsoft applications, SharePoint or OneDrive would be desirable.
- ITIL Foundation v4 is desirable.
- Any other Microsoft qualification would be desirable.
- Any qualifications in OKTA is desirable.
Preferred skills
- Strong communication skills, able to explain technical concepts in plain language.
- Being a team player who collaborates effectively with colleagues across all IT functions.
- Patience and professionalism when dealing with users who are experiencing IT disruption.
- Having a continuous improvement mindset and proactively being able to enhance the user experience.
- Good time management and ability to prioritise tasks under pressure.
- Clear, professional communication skills, both written and verbal.
- Strong organisational skills and ability to manage multiple priorities.
- Strong troubleshooting and problem-solving skills on hardware and software.
- Good working knowledge of Windows 10/11/Mac, Microsoft 365 and AD through RDirectory.
- Basic networking knowledge including an understanding of DNS, DHCP, VPN and Wi-Fi.
- Familiarity with ServiceNow and ITIL processes (Incident, Request, Change).
- Basic scripting experience (PowerShell and Excel for automation).
- Familiarity with IT cloud platforms (Azure AD, Intune, Endpoint Manager, SCCM, Company portal, Jamf).
- A good understanding of backups and patching monitoring practices.
- Ability to use remote support tools to troubleshoot and resolve issues for off-site customers.
- Cybersecurity awareness (understanding of MFA, phishing prevention, and basic security hygiene).
Compensation
£25,000-£31,500 + Bonus
Location
East Kilbride. No travel expectations for this role.
Customer Service Center Agent employer: Penguin Solutions
Contact Detail:
Penguin Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Center Agent
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the company’s values and mission. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how you can demonstrate your customer service skills and technical knowledge, especially around IT support.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you’ve successfully resolved IT issues or improved processes. This is your chance to shine and prove you can handle the challenges of the role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the position.
We think you need these skills to ace Customer Service Center Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Center Agent role. Highlight your relevant experience in IT support and customer service, and don’t forget to mention any qualifications like CompTIA A+ or ITIL Foundation that you have!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing excellent customer service and how your skills align with our needs. Keep it concise but impactful!
Show Off Your Communication Skills: Since strong communication is key for this role, make sure your written application reflects that. Use clear and professional language, and avoid jargon unless it’s necessary to showcase your technical knowledge.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Penguin Solutions
✨Know Your Tech Stuff
Brush up on your technical knowledge, especially around Windows 10/11, Microsoft 365, and basic networking concepts like DNS and DHCP. Be ready to explain these in simple terms, as you'll need to communicate effectively with customers who might not be tech-savvy.
✨Show Off Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in the past. Think about times when you showed empathy and professionalism, especially when dealing with frustrated users. This role is all about putting customers first, so let that shine through!
✨Get Familiar with ITIL and ServiceNow
Since this position involves working with ITIL processes and ServiceNow, make sure you understand the basics of these frameworks. You might be asked how you would handle incidents or requests, so having a solid grasp of these tools will give you an edge.
✨Demonstrate Team Spirit
This role requires collaboration across IT functions, so be prepared to discuss how you work well in a team. Share experiences where you’ve successfully collaborated with colleagues to solve problems or improve processes, highlighting your ability to be a team player.
