Service Desk Agent (Quick Fix Engineer)

Join a fast-moving, friendly, and client-focused IT team that’s serious about service, not just systems.

As a Service Desk Agent, you’ll be the first point of contact for our clients – solving problems, restoring calm, and keeping businesses running smoothly. You’ll diagnose and resolve day-to-day IT issues across hardware, software, and networks, supported by a team that’s always ready to back you up.

Must have

• A love of (and ability to) Solve Problems & Challenges
• Great communication skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• IT literate – Advanced user level
• Drivers license
• The ability to keep up with & adapt to the fast-paced IT world
• Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
• Keep up-to-date with new processes, procedures and developments

Desirable

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft 900s, CompTIA IT Fundamentals and CompTIA A+, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Role Overview

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Service Desk Agent / Engineer plays an important role in making sure that happens.

The Service Desk Agent / Engineer handles the first level support requests that come in from our Clients. They are the first to touch a service desk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Service Desk Agent / Engineer can get help from or escalate issues to other members in Service Desk Team.

Responsibilities and Tasks

Customer Service

• Providing a first point of contact for customers through our service desk, be that via phone, email or ticket
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with basic remote troubleshooting 

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Management Tool

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

 

Project Work

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Service Desk Engineer may be required to help with project delivery.
• Assist with in hours aswell as out of hours project work where required

 

Communication, Reporting & Risk

• Escalate tickets that require Senior Service Desk Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Desk Management and Clients
• Work with and establish relationships with third party service providers to ensure full end-to-end service provision

 

Team Work

• Follow the schedule provided by the Service Desk Management or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
• Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area.