1ST LINE SUPPORT/ CUSTOMER SERVICE AGENT

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1ST LINE SUPPORT/ CUSTOMER SERVICE AGENTBellshill, Glasgow£10 - £16 per hour4 Months4 weeks training in the office then working remotely from home. Our Client is looking to hire an experienced talented and enthusiastic 1st Line Agent to join their successful 1st line Service Desk Team within ISD, Integrated Service Deliver.This is a great opportunity to work in a fast-paced, team orientated environment where fantastic training and development is on offer.You will take responsibility for day-to-day communication with customers, fault diagnosis, resolution, and call logging. You will enjoy a varied and valued role supporting the organisations customers with plenty of opportunity to develop both technical and customer service skills. Key Responsibilities:* First point of contact for all queries from both internal and external customers.

* Call logging, diagnosing and logging customer calls either by phone, email or Support Online

* Identify and carry out remote 'first time fixes' on a variety of network and software solutions. This are varied tasks from simple password change through to data restoration, printer, and software application rollout.

* Process improvement - proactive involvement in the continued development of new and established procedures.

* Service delivery - working with other service delivery teams to ensure that Service Level Agreement (SLA) targets are met.

* Follow established processes to support the transition of customer, ensuring that relevant contractual information is captured on Service Desk systems.

* Maintain a professional and effective working relationship with customers and work colleagues Skill required:Proven customer service skills including a professional telephone mannerDep

Excellent interpersonal skills

Effective Team player

Abiltity to strive under pressure

Good standard of written and verbal communication.

Able to capture information accurately, first time.

Keyboard proficiency and strong PC skills

Basic grasp of IT industry terminology (Microsoft and Google)

Familiarity with Windows Desktop and Server operating systems.

Solid personal time management

Organised and self-motivated.

Experience of working within a customer service environment

Knowledge of ITIL principles in an ICT Service Management environment