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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 opportunities, and a supportive work culture.
- 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: Great opportunity for career growth and skill development in IT.
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 SLA’s, maintains documentation, supports the overall stability and improvement of IT services.
Responsibilities
- Participate in the shift rota, including night shifts.
- Office-based role to enable close collaboration and ongoing team development.
- Act as the ambassador for IT, championing customer service and putting customers first.
- Provide excellent customer support through clear communication, empathy, and professionalism.
- Take ownership of tickets through to resolution, 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 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.
- Work closely with 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 experiencing IT disruption.
- Having a continuous improvement mindset and proactively enhancing 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 in East Kilbride employer: Penguin Solutions
Contact Detail:
Penguin Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Center Agent in East Kilbride
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Center Agent, you'll need to explain technical concepts clearly. Try role-playing with a friend or family member to get comfortable with articulating your thoughts.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company and even lead to referrals, which can boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and ready to contribute to our customer service excellence.
We think you need these skills to ace Customer Service Center Agent in East Kilbride
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Center Agent role. Highlight relevant experience and skills that match the job description, like your technical support background and communication skills. We want to see how you can be the ambassador for IT!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can contribute to our team. Be sure to mention any specific qualifications or experiences that relate to the role.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled IT issues in the past. We love candidates who can demonstrate strong troubleshooting and problem-solving skills, so don’t hold back on sharing your success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
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 support in the past. Think about times when you demonstrated patience and professionalism, especially when dealing with frustrated users. This will show that you can put customers first, which is key for this role.
✨Get Familiar with ITIL and ServiceNow
Since familiarity with ITIL processes and ServiceNow is desirable, make sure you understand the basics of incident management and request fulfilment. If you have any experience with these tools, be ready to discuss it during the interview.
✨Demonstrate Your Problem-Solving Skills
Be prepared to tackle some hypothetical troubleshooting scenarios during the interview. Think through how you would approach common IT issues, and explain your thought process clearly. This will highlight your strong problem-solving skills and ability to manage multiple priorities under pressure.
