Customer Service Agent Job in Peterborough

Apply for this Customer Service Agent Role in Peterborough Today

GTS has a fantastic Customer Service Agent opportunity for an experienced Call Centre / Customer Service Agent / Call logger / First Line support Analyst in Hampton, Peterborough.

This role is an onsite position.

You will need to have experience working in a call centre or service desk role.

Various Shifts. 7.5-hour shift. The Desk needs to be covered between 08:00 – 20:30 and will include Saturday and Sunday shifts on a rota basis.

The Customer Service Agent contract is a minimum of 3 months, with a potential to go permanent long term.

Key responsibilities

• 1st Line Support of Software / Hardware related incidents.
• Accurately log incidents and ensure all relevant data is captured.
• Direct first-hand ticket ownership.
• Regularly update incidents logged on the ITSM and manage the ticket assigned to your group.
• Retain a high level of First Contacts Fixes.
• Proactively keep customers informed on an incident/request status and progress.
• Escalate incidents to the relevant resolver group where a first-time fix is not possible.
• Adapting and keeping up to date with current standard procedures.
• Maintain and develop technical knowledge.
• Make management aware of potential service/problem issues.
• Act as a role model for new members of the team and assist with training where required.

Knowledge and Experience

• Good knowledge of IT platforms, equipment and applications.
• Excellent timekeeping.
• Effective spoken/written communication skills.
• Relevant Customer service skills
• Previous experience within an IT support environment.
• Industry recognised qualifications in relevant area is desirable (i.e. MCP / CCNA / CompTIA)
• Windows Operating Systems
• Application troubleshooting (Teams, Outlook, Word etc)
• Hardware troubleshooting (desktop, laptop, phones)
• Remote Support
• Customer Service

• Practice in the following desirable:
Citrix
MS Administration of AD, Exchange, O365
SCCM
MDM (such as Intune)
• Having an understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
• Working with SLAs and KPIs and being able to accurately describe their purpose is desirable.

Personal attributes

• Positive, enthusiastic, and supportive individual.
• Take ownership of incidents and progress to resolution.
• Communication and interpersonal skills including listening, building rapport, and establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
• Work under pressure and apply existing knowledge to unknown areas.
• Supporting team members.
• Creative troubleshooting skills and inquisitive nature.
• Passionate, professional, with a ‘can-do’ attitude at all times
• Proactive thinking
• Be able to work in the office and remotely

So if you are a Call Logger/ Customer Service Agent / First Line Support / Call Centre analyst with the above skills and experience please apply now.

Global Technology Solutions are always receiving new opportunities for both permanent and contract IT jobs.  To stay up to date with new job opportunities, please register with GTS now.

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