Service Desk 3848
£13 - £14.16 per hour
Call Centre Administrator
We have great part-time jobs in Peterborough. This role for Service Desk, Call Centre Administrator is to join a large IT company based in Hampton, Peterborough.
The working hours will be Monday-Friday 10:00am-2:00pm or 13:00-17:00 with a 15 minute break. There will be an opportunity to work overtime on Saturday and Sunday as and when needed. There may be scope for overtime on Saturday and Sunday. This role is within IR35 therefore this role is only suitable for umbrella.
Log and update incidents on the Incident Management system. Also, provide end users with a technical solution as set out in the Service Level Agreements.
Update customers on the status and progress made on incidents.
Escalate incidents if first-time fix is not possible to either 2nd-line support or the relevant resolver group.
Monitor, progress, and resolve incidents whilst ensuring customers are happy throughout the incident.
Keep up to date with the procedures and follow them at all times.
Maintain and develop knowledge, skills, and experience through client contact, industry sources, training, and a development plan.
Escalate potential service issues with the Shift Leader, Team Leader, Service Desk Manager, and Service Delivery Manager.
Raise potential issues with Problem and Incident Management.
Actively take part in team meetings.
Educated to GCSE level or equivalent in Math and English.
Have a basic knowledge of IT platforms, equipment, and applications.
Proven track record in customer service.
Industry qualifications in a relevant area is desirable, for example MCP.
6 months of remote support experience is desirable but not needed.
Desirable skills but not needed:
Windows Operating Systems, Citrix and Cisco Telephony Systems
Also, hardware troubleshooting background in desktop, server and laptops
Application support of major vendors such as Netapp, Cisco and Microsoft would be great.
Good understanding of the ITIL framework and the various associated disciplines.
The ability to work to SLAs and KPIs and accurately describe their purpose is
We are looking for someone positive and supportive with a ‘can-do’ attitude at all times.
Also, must have good communication and relationship management skills.
Be happy to take ownership of incidents to resolution.
Must work well under pressure and apply existing knowledge to unknown areas.
Being a good team player is also important for this role.
If you are a great problem-solving and a proactive thinker, this could be the perfect role for you.
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