Customer Service Center Agent
2 days ago
Glasgow
IT Customer Service Center Agent (Level 2) Overview The IT Customer Service Centre Team Agent provides technical support and forms part of a shift providing IT support to our global customers on a 24/ 5 rota. The role ensures that incidents and service requests are resolved efficiently within agreed SLA’s, maintains documentation, supports the overall stability and improvement of IT services. Responsibilities • As we operate a 24/5 service, team members are required to participate in the shift rota, including night shifts., • The role is office-based to enable close collaboration and ongoing team development in our fast-moving IT environment., • Ability to act as the ambassador for IT, championing the need for customer service and putting our customers first., • Provide excellent customer support through clear communication, empathy, professionalism, ensuring a positive experience for all customers., • Take ownership of tickets through to resolution, including communication with customers and other IT functions ensuring all updates are logged on our ITSM toolset., • Prioritise and manage workload in line with SLAs and business impact., • Troubleshoot end user IT related issues., • Provide support with request fulfilment including but not limited to account creations, password resets, software installation and modifying access permissions., • Support customer onboarding/ offboarding, including account management and hardware/ software provisioning., • Assisting with customer issues involving Android and Apple phone especially around MFA, • Liaise with IT teams when issues require further escalation but staying the owner of the ticket ensuring the ticket is updated in line with our Customer Charter., • Work closely with the IT Management to highlight recurring issues and trends., • Produce and maintain internal documentation, including knowledge base articles and technical procedures., • Identify opportunities for process, documentation, and technology improvements., • Assist with project work, system upgrades, and scheduled maintenance tasks as required., • Ensure all work is performed in line with IT security standards, data protection requirements and change management processes., • Escalate potential suspected major incidents by following agreed processes., • This role may require additional duties and/or assignments as designated by management Qualifications • Qualification or experience in ServiceNow, • CompTIA A+ (fundamentals of IT support) or working towards this qualification., • Microsoft Certified: Modern Desktop Administrator Associate would be desirable., • Any qualification in Microsoft applications, SharePoint or OneDrive would be desirable., • ITIL Foundation v4 is desirable., • Any other Microsoft qualification would be desirable., • Any qualifications in OKTA is desirable. Preferred skills • Strong communication skills, able to explain technical concepts in plain language., • Being a team player who collaborates effectively with colleagues across all IT functions., • Patience and professionalism when dealing with users who are experiencing IT disruption., • Having a continuous improvement mindset and proactively being able to enhance the user experience., • Good time management and ability to prioritise tasks under pressure., • Clear, professional communication skills, both written and verbal., • Strong organisational skills and ability to manage multiple priorities., • Strong troubleshooting and problem-solving skills on hardware and software., • Good working knowledge of Windows 10/ 11/ Mac, Microsoft 365 and AD though RDirectory., • Basic networking knowledge including an understanding of DNS, DHCP, VPN and Wi-Fi., • Familiarity with ServiceNow and ITIL processes (Incident, Request, Change)., • Basic scripting experience (PowerShell and Excell for automation), • Familiarity with IT cloud platforms (Azure AD, Intune, Endpoint Manager, SCCM, Company portal, Jamf)., • A good understanding of backups and patching monitoring practices., • Ability to use remote support tools to troubleshoot and resolve issues for off site customers., • Cybersecurity awareness (understanding of MFA, phishing prevention, and basic security hygiene). Compensation • £26,500-£32,000 + Bonus Location • East Kilbride, • No travel expectations for this role