Role: IT Service Desk Agent REF 374873
Contract Length: Until 25/01/27
Location: Winsford
IR35: Inside
Pay Rate to Intermediary: £17.55 per hour
Spinwell is recruiting for an IT Service Desk Agent for an excellent opportunity within the public sector.
RESPONSIBILITIES OF THE IT SERVICE DESK AGENT
- Responsible for taking requests for service from customers via phone, or from other channels (e.g. mailboxes), and for providing a first line response to these requests - ensuring that the service provided to customers is efficient, courteous, informative and helpful, and that it adheres to any relevant standards or policies in relation to IT Service Delivery.
- Responsible for ensuring that all calls/requests into the Service Desk are properly logged and classified, that all enquiries and investigations are properly recorded, and that the impact on the customer’s business and commitments is correctly established and noted down, so that the correct level of service prioritisation and response can be given either when dealing with the request at first point of contact, or when escalating the request into the 2nd line support team.
- Responsible for fulfilling/resolving routine requests for service at the very first point of contact, using appropriate knowledge articles where necessary, and for providing advice and guidance to the customer when appropriate to help address knowledge gaps or misconceptions
- For requests that fall outside of routine demand, undertake the preliminary investigation and troubleshooting of incidents, by applying technical skills, knowledge and experience to identify (or rule out) possible causes of incidents thereby ensuring that when technical incidents can be fixed at first point of contact the opportunity is taken to do so
- Responsible for working on the Reception Desk within the Department when requested to do so, and for receiving and issuing devices to customers over the desk, as appropriate; issuing equipment may include running through a short familiarisation package for a customer unfamiliar with a new piece of equipment.
- Use relevant systems, monitoring tools and technical knowledge to ensure that serious or critical incidents are identified as quickly as possible and their probable impact is established.Escalate such issues to the 2nd line team for immediate action
- Responsible for ensuring that customers have clear expectations set for the level of service they will receive, in particular where a service will be delivered slower time, or by another team (e.g. 2nd Line Team).
- Responsible for maintaining a good working knowledge of Information Technology Systems in general, and 'core' IT services in particular, by working with 2nd Line Team to improve knowledge and understanding, and by engaging proactively as new Services are transitioned into live operations (e.g. by reviewing the relevant knowledge articles etc).
- Responsible for identifying opportunities for improvements in services, and for participating constructively in service improvement initiatives.
- Responsible for supporting IT Surgeries when requested to do so, in order to improve customer engagement, knowledge of customer priorities and business processes - so that a better service can be delivered.
- For the post holders level of responsibility ensure that all; arrangements, activities, equipment, supervision and staff health, welfare and training are complied with as fully detailed in the Health and Safety Policy.
- It is the responsibility of all staff to promote equality, diversity and Human Rights in working practices including developing and maintaining positive working relationships, ensuring that colleagues are treated fairly, contributing to developing equality of opportunity in working practices and challenging inappropriate conduct. Staff should treat everyone with fairness and impartiality, whilst recognising differences in needs, perspectives, backgrounds and cultures.
- Not withstanding the details in this job description, the job holder may be required to undertake other duties up to a level consistent with the principal responsibilities of the job.
SKILLS/EXPERIENCE OF THE IT SERVICE DESK AGENT
- Educated to level 3 in an IT related subject or equivalent relevant experience
- Some experience of working within a customer service environment, preferably within IT.
- Some experience in IT within a technical support/maintenance role.
- Some knowledge and skills in customer service delivery
- Some understanding and practical application of Service Desk technology, Windows, Microsoft Office, Lotus Notes
- Some knowledge and understanding of Information Technology (systems, services, applications etc)
If you are an IT Service Desk Agent, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us