Job Details  
Advertiser: radius recruitment ltd

Job Title: Service Desk / Helpdesk / Customer Service Agent
Rate:£22K to £25K Per Year
Description: Service Desk / Helpdesk / Customer Service agent – Wiltshire

Radius is seeking 2 Service Desk / Customer Service agent's for our client based in Wiltshire, Essex.
You must have strong Excel and word experience and currently work within a Customer service / Call Centre / Helpdesk environment where you have to adhere to SLA's.

Service Desk

• Answer phones to customers and internal staff
• Log all events on the Service Desk fault logging tool, owning and co-ordinating events to resolution
Manage the Incident (fault) Management process:
• Accurately log all Incidents and Service Requests within the agreed timescale.
• Prioritising service desk tickets and allocating to the correct work stream owners to resolve.
• Progressing service desk tickets through to service restoration and closure within target response and resolution times as determined by Customer and internal SLA’s.
• Ensuring service desk tickets are always up to date and moving.
• Escalating trouble tickets if SLA’s are in jeopardy of failure.
• Managing Problem escalations trouble tickets through to resolution.

Change Management

• Operate the Change Management Process;
• Logging internal and Customer Planned Works and Changes onto the Service Desk tool.
• Managing internal and Customer Planned Works and Changes through the approval and authorisation procedure.
• Chasing approvals to ensure approval target times are achieved.
• Issuing approved works to the Operations management team to issue Permits to Work if required.
• Filing the approved works on SharePoint.
• Maintain a change diary (forward schedule of works).
• Communicate changes to clients via Service Manager.

For a full job description , please send your CV

RADIUS Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.
Skills Required: Service Desk / Helpdesk / Customer Service Agent
Job Type: Permanent
Start Date: ASAP
Contact: Stuart Bingham Contact E-mail: Click
Contact Tel: 0203 879 4930 Contact Fax:
Reference: SAB/RR/SDWilt Added: 07-06-2017
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
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