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.

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