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For Companies At a Glance
- Tasks: Provide technical support for software, hardware, and network issues via various communication channels.
- Company: Join Post Office, a community-focused organisation committed to evolving in the digital age.
- Benefits: Enjoy competitive salary, 25 days leave, healthcare access, and ongoing learning opportunities.
- Why this job: Be part of a diverse team making a real impact while developing your problem-solving skills.
- Qualifications: Patience, empathy, and strong communication skills are essential; no prior experience required.
- Other info: This role is perfect for tech-savvy individuals looking to grow in a supportive environment.
The predicted salary is between 24000 - 36000 £ per year.
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Salary: Competitive Salary and Benefits
Grade: 2B
Reporting Line: IT Service Desk Team Leader
Contract Type:
Location: Chesterfield
What to expect
As an IT Service Desk Agent you will join us on our journey and undertake a truly valuable role responsible for resolving Software, Hardware, and Network-related issues to ensure the smooth functioning of Technology Services.
The IT Service Desk Agent acts as the first point of contact for users seeking technical assistance, and they must possess excellent communication and problem-solving skills to effectively address user concerns.
You will be working to provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
This role offers you an exciting opportunity to collaborate with other support professionals, technicians, or developers. Strong teamwork and collaboration skills are essential for effective problem resolution and knowledge sharing.
What we can do for you
Now, more than ever, we understand that attracting the right talent is pivotal in driving the positive change needed throughout our organisation. Beyond a competitive salary, we offer a comprehensive benefits package that includes:
- Up to 10% on target bonus opportunity
- 25 days annual leave that increases with tenure
- Access to Benenden Healthcare
- Life assurance
- Full support from our employee assistance programme and access to our employee benefits platform
- Ever-evolving learning and development opportunities
Our commitment to embracing diversity extends beyond just words. We actively foster an inclusive workplace that values the unique perspectives and contributions from all colleagues. We hold the belief that Equity, Diversity, and Inclusion are not just vital but fundamental to our success and growth. Our priority lies in shaping a business that mirrors the diverse communities we reach, truly making Post Office \’Everybody\’s Business\’. As an equal opportunity employer, we value and celebrate the differences among our people, ensuring that our practices reflect our dedication to inclusivity and equal representation for all.
What you’ll need to succeed
You will demonstrate patience, even in challenging situations. Understand that customers may be frustrated or stressed and respond with empathy and understanding. As an IT Service Desk Agent, you will:
- Provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
- Identify, diagnose, and resolve technical problems reported by end-users. Escalate complex issues to the appropriate IT teams or senior support staff for further investigation and resolution.
- Document all support requests, incidents, and solutions in the helpdesk ticketing system or incident management tool.
- Ensure accurate and detailed records are maintained to track the progress and resolution of each reported issue.
- Put the customer at the centre of your interactions and prioritise their needs and satisfaction. Listen actively, empathize with their concerns, and provide personalised assistance.
- Develop strong analytical and problem-solving abilities to diagnose and resolve customer issues.
- Utilise a logical and structured approach to troubleshoot problems, identify root causes, and propose effective solutions.
- Prioritise tasks and manage your time effectively to ensure timely responses to customer inquiries.
- Strive to meet or exceed service level agreements (SLAs) and keep customers informed about progress or delays.
About us
Post Office is an integral part of every community, upheld by the dedication and service of our postmasters. In a world that\’s constantly evolving, we recognise the importance of adapting and growing. As we navigate the shifting landscapes of a digital age, our commitment to evolving is stronger than ever; without losing the essence of personal touch that defines us. Our journey forward is one of reflection, learning, and positive change.
Whilst there is much work to be done, we\’re looking for people ready to think differently in tackling the challenges ahead – people who possess resilience and a deep sense of responsibility towards our postmasters and the communities they serve. This mission drives us, ensuring that we remain focused on our purpose and strategic intent. If you\’re inspired by the prospect of making a meaningful difference and contributing to a future where Post Office can stand as a model of renewed progress and integrity, we want to hear from you. Join us on our journey in making Post Office a business that belongs to and serves everyone, shaping a new future legacy.
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IT Service Desk Agent employer: Post Office
Contact Detail:
Post Office Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Agent
✨Tip Number 1
Familiarise yourself with common IT issues and solutions. Being able to discuss specific examples of how you've resolved similar problems in the past can really impress during your interview.
✨Tip Number 2
Brush up on your communication skills. Since you'll be the first point of contact for users, practice explaining technical concepts in simple terms to demonstrate your ability to empathise and assist effectively.
✨Tip Number 3
Showcase your teamwork experience. Highlight any previous roles where you collaborated with others to solve problems, as this is crucial for the IT Service Desk Agent role.
✨Tip Number 4
Research Post Office's commitment to diversity and inclusion. Be prepared to discuss how you can contribute to an inclusive workplace, as this aligns with their core values and mission.
We think you need these skills to ace IT Service Desk Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the IT Service Desk Agent role. Emphasise your technical support experience, problem-solving abilities, and communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to the team.
Highlight Soft Skills: Since this role requires excellent communication and empathy, be sure to include examples of how you've demonstrated these skills in previous positions. This will show that you can handle customer frustrations effectively.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Post Office
✨Showcase Your Communication Skills
As an IT Service Desk Agent, you'll be the first point of contact for users. Make sure to demonstrate your ability to communicate clearly and effectively during the interview. Practice explaining technical concepts in simple terms, as this will be crucial in your role.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific examples of how you've resolved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and logical approach to troubleshooting.
✨Emphasise Empathy and Patience
The role requires you to handle frustrated customers with care. Be ready to share instances where you've shown empathy in challenging situations. Highlight your ability to listen actively and respond to user concerns with understanding.
✨Familiarise Yourself with Common Technical Issues
Brush up on common hardware, software, and network problems that users typically face. Being knowledgeable about these issues will not only help you answer questions confidently but also demonstrate your preparedness and enthusiasm for the role.
