Service Desk Representative

We are seeking to appoint a Service Desk Representative, based at our Oakham office, to join our expanding team.

We pride ourselves on offering the very best service experience, from initial sales contact through project-managed implementations and ongoing via the 24 hour customer service provided by the Service Desk, of which you would be a part.

The Service Desk Representative role will include:

• Ensuring customer issues are resolved quickly and with the greatest customer satisfaction
• Managing tickets, change requests and planned maintenance notifications submitted by email or telephone
• Assisting with co-ordination of company resources to address any service or customer requests
• Pro-actively contacting customers as required to pre-empt service requests
• Assisting with planning the cover for the Service Desk for in hours and out of hours services
• Assisting with service desk performance recording for the company and management team
• Helping to document and communicate Service Desk processes to the Service Desk team
• When required, writing incident reports and customer notifications to pass to managers
• Other duties as requested by the Service Desk Manager

The ideal candidate will be educated to degree level or equivalent and will be a self starter looking to succeed, with a desire to constantly acquire knowledge and learn new skills. You will have a professional and helpful manner with good interpersonal skills and excellent telephone skills.

It is essential that you are able to work well with others in a small team environment . You will have good problem solving skills and possess the ability to handle a varying workload. You should also be able to remain productive at all times and be able to work responsibly with or without direct supervision.

Good knowledge and/or a keen interest in IT would be very beneficial.