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

• £25,000-£31,500 + Bonus

Location

• East Kilbride
• No travel expectations for this role