AO It Group Ltd

Service Desk Agent - A&O IT Group This website uses cookies to ensure you get the best experience. A&O IT Group and our selected partners use cookies and similar technologies (together cookies ) that are necessary to present this website, and to ensure you get the best experience of it. If you consent to it, we will also use cookies for analytics purposes. You can withdraw and manage your consent at any time, by clicking Manage cookies at the bottom of each website page. Decline all non-necessary cookies Select which cookies you accept On this site, we always set cookies that are strictly necessary, meaning they are necessary for the site to function properly. If you consent to it, we will also set other types of cookies. You can provide or withdraw your consent to the different types of cookies using the toggles below. You can change or withdraw your consent at any time, by clicking the link Manage Cookies , which is always available at the bottom of the site. These cookies are necessary to make the site work properly, and are always set when you visit the site. These cookies collect information to help us understand how the site is being used. Decline all non-necessary cookies 6 month fixed term contract working UK office hours As Service Desk Agent (SDA), you will ensure a consistent quality of service for the installation, maintenance, and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction. You will control incidents utilizing various tools ensuring our IT Support Engineer workforce and partners provide the highest possible level of service to our customers, as well as ensuring exceptional levels of communication with the customer and all internal stake holders. KEY RESPONSIBLITIES To provide the essential link between A & O and its clients: - Responsible for managing resource issues ensuring service level targets and KPI targets are achieved. Continually strive to provide a cost-effective service whilst meeting contractual requirements. Monitor and communicate resource control and business KPI s and SLAs to team Ensure and develop close working relationships with customers in liaison with the Service Delivery Managers and manage any service, project or other delivery issue. To change service culture to achieve service excellence with continual improvements to quality-of-service delivery. Prepare and submit monthly reports to management on resource control activities. To inspire the resource control team to exceed their performance measures and develop their own skill base through on-going training. Proactively identifying service/process improvements to support continuous improvement. Liaising with internal and external departments to resolve escalated customer issues or service problems. To develop and sustain excellent customer relationships ESSENTIAL SKILLS & QUALIFICATIONS Excellent PC Skills Proactivity, initiative and eager to progress. At least Intermediate standard on Excel and PowerPoint Excellent English verbal and written communication skills and ability to convey information clearly and effectively. Team player with excellent communication skills Positive, self-motivated, enthusiastic, and proactive. Organized, able to manage time effectively and prioritise tasks. Flexible and adaptable to meet changing business demands and working environments. Knowledge of standard IT related products. (PC s, Laptops, Printers) DESIRABLE 1 to 2 years, experience in a similar role Previous experience in a Help Desk role Demonstrable experience in a call centre ideally within an ITSM environment Experience in managing 3rd parties Supplier Management ABOUT US: A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchanges Top 1000 most inspirational companies in the UK.