First Line Service Desk Agent

First Line Service Desk Agent
Reports to: Company Directors

Purpose

Using a broad understanding of Odyssey Systems products and services, resolve 80% of service desk enquires on first contact and in a timely manner. Provide a level of service in line with company values, positioning Odyssey as a technology supplier focused on market leading customer service.

Core Responsibilities

• Answer service desk enquires via telephone, email, web chat and occasionally in person.
• Understand customer needs and collect all information required.
• Use concise, effective, and professional written and verbal communication.
• Maintain a broad foundation of knowledge across our portfolio of telecoms, connectivity, and IT services.
• Handle a range of tasks including faults, change requests, hardware configuration
• Resolve 80% enquires on first contact and in a timely manner.
• Effectively escalate enquires to second line, other departments and company directors where required.
• Engage with suppliers and other third parties where required.
• Ensure customers are kept up to date regarding open enquiries without fail.
• Analyse allocated enquires and prioritise tasks appropriately.
• Maintain accurate and up to date information on company systems.
• Operate in line with company ISO 27001 (data security) and 9001 (quality) policies.
• Achieve targeted personal development and skills certification activities.

Location/Travel, Working Hours, and Holiday

• Based at the Odyssey Office in Preston Farm, Stockton On Tees.
• Working hours 08:30 to 17:30 Monday to Friday with occasional evenings and weekends work required.
• Occasional travel to customer sites in the UK.
• 20 days holiday per year plus bank holidays, increasing by 1 day per year up to a maximum of 27 days.

Other Expectations

• Actively develop knowledge to stay up to date with industry developments and to meet the changing needs of the role, team, and business by participating in appropriate learning and certification activities.
• Encourage and support the development of others and the business by engaging in and contributing to a positive culture of continuous improvement.
• Represent Odyssey in a professional, positive manner and in doing so reflect the values of the business.
• Undertake any other duties that may reasonably be required, and are commensurate with the grade of the role, in furtherance of the objectives of the business.
• Ensure compliance with Odyssey Systems Limited policies, procedures, and contract of employment.

Job Type: Full-time

Salary: £22,000.00-£25,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Free parking
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• A-Level or equivalent (required)

Experience:

• Technical support: 1 year (required)
• Customer service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 30/04/2024
Expected start date: 01/04/2024