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For Companies At a Glance
- Tasks: Log incidents, provide customer support, and resolve issues efficiently.
- Company: Join SCC, Europe's largest privately-owned IT company, based in Birmingham.
- Benefits: Enjoy hybrid working, a competitive salary, and generous company perks.
- Why this job: Be part of an inclusive team with opportunities for career growth and learning.
- Qualifications: Strong customer service skills and basic IT knowledge required.
- Other info: Two paid volunteering days per year and a commitment to diversity.
The predicted salary is between 21500 - 24500 £ per year.
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Salary Package: £, -£,plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours: . am – pm, Monday – Friday
Contract Type: Permanent
Interview Process: -stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe\’s largest privately-owned IT Company
Role purpose:
- Log incidents and requests and progress them in the system.
- Accurately diagnose and assess incoming calls within the in-house system.
- Ensure all required incident and requests are completed within the SLA commitments.
- Resolving and closing tickets at the first point of contact where possible.
- Deliver outstanding telephone support to customers.
- Respond to all emails promptly and ensure communication queues are regularly cleared.
Security clearance or the willingness to apply will be required for this role.
Key responsibilities:
- Administration of user accounts and permissions for users within Active Directory.
- Process Starter, Mover and Leaver requests.
- Use remote support tools to accurately diagnose and resolve user issues.
- Where required, assign tickets to the relevant resolver groups.
- Escalate more complex issues to IT staff and key stakeholders.
- Manage queues and mailboxes efficiently, ensuring timely resolution.
- Meet telephone support fix KPIs consistently.
- Ensure all incidents are resolved within SLA timeframes.
Skills and experience:
- Strong understanding of Service Level Agreements (SLAs).
- Proven experience in delivering high-quality customer service.
- Knowledge of first line Service Desk responsibilities.
- Experience with Microsoft Azure/ Entra ID and InTune.
- Experience of troubleshooting queries within Windows and MS Office.
- Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
- Awareness of ITIL practices and principles.
About You
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Service Desk Agent employer: SCC
Contact Detail:
SCC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Agent
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Service Desk Agent, especially around logging incidents and resolving tickets. Practising common troubleshooting scenarios can help you feel more confident during the interview.
✨Tip Number 2
Brush up on your knowledge of Service Level Agreements (SLAs) and how they impact customer service. Being able to discuss SLAs in detail will show your understanding of the role's expectations.
✨Tip Number 3
Demonstrate your customer service skills by preparing examples of how you've handled difficult situations in the past. SCC values high-quality customer service, so showcasing your experience will set you apart.
✨Tip Number 4
Since SCC operates in a hybrid working environment, be ready to discuss your adaptability to both remote and office settings. Highlight any previous experience you have with remote support tools or managing tasks from home.
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and required skills for the Service Desk Agent position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your experience in customer service, IT support, and any relevant technical skills. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet SLAs and resolve issues efficiently.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your previous experience has prepared you for the responsibilities of a Service Desk Agent, particularly in delivering high-quality customer service.
Proofread Your Application: Before submitting your application, take the time to proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for a role that involves communication and support.
How to prepare for a job interview at SCC
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Service Desk Agent. Familiarise yourself with logging incidents, diagnosing issues, and the importance of SLAs. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Customer Service Skills
Since this role heavily relies on delivering high-quality customer service, prepare examples from your past experiences where you successfully resolved customer issues. Highlight your communication skills and ability to handle difficult situations with ease.
✨Familiarise Yourself with Relevant Tools
Get to know the tools mentioned in the job description, such as Microsoft Azure, Entra ID, and InTune. If you have experience with these or similar tools, be ready to discuss how you've used them to troubleshoot issues effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions during the interview that assess your problem-solving abilities. Practice responding to hypothetical situations related to IT support, such as how you would handle a ticket that needs escalation or a frustrated customer call.
