IT Service Desk Agent 504 views


Job Description/Person Specification – IT Service Desk Agent

  • To provide 24*7*365 IT Service Desk initial contact support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications.
  • Responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests.
  • Requests will be received via phone, email or in person.
  • The current corporate IT estate comprises of 1,600 desktops, 4,600 laptops, 700 mobiles phones, 1,900 smart devices – all supported through the IT Service Desk along with a monthly volume of 4,500 requests.


Key Accountabilities – IT Service Desk Agent

  • To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times.
  • To log, update and manage all calls via the IT call logging system relating to the Company’s support of all software and hardware in the Operational environment.
  • Adhere to all service management principles, including the company’s software licensing processes.
  • Responsible for Software License Management including the ordering and distribution of software.
  • To manage and safeguard the confidentiality, integrity and availability of company and customer information.
  • Ensure compliance with organisation policies, procedures and work instructions.
  • To take ownership of problems and be proactive when dealing with all issues.
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Liaison with third party suppliers as required.
  • Handling VIP support calls in a professional manner.
  • Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base. In turn this gives time back to the business.
  • Responsible for update and maintenance of accurate internal work instructions and processes.


Key Capabilities & Knowledge – IT Service Desk Agent

  • Excellent customer service skills both face-to-face and over the telephone
  • Effective interpersonal and relationship-building skills
  • Strong written and oral communication skills
  • Attention to detail
  • Patience
  • Logical
  • Flexible – ability to work a 24*7*365 shift with potential requirements for shift change at short notice
  • Professional Image
  • Enthusiastic
  • Customer Centric
  • Relentless focus on improving processes
  • Keen interest in IT
  • Ability to prioritise


Experience & Qualifications – IT Service Desk Agent

  • Previous experience of working in a busy Service Desk environment
  • ITIL Foundation V3 or V4 certification (desirable)
  • CompTIA A+ qualification (desirable)
  • Understanding of mobile telephony and smart devices
  • Understanding of Active Directory
  • Understanding of Networking
  • Experience of working to defined service levels and service catalogue
  • This role requires SC clearance
  • Support knowledge of Windows Win 7/10/iOS Operating Systems
  • Support knowledge of Microsoft Office 2010/2016 packages (Office 365 desirable)

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Shaw Daniels Solutions (SDS) is backed by well-known industry experts, dedicated to making a real difference to the recruitment and staffing industry.


Shaw Daniels Solutions Ltd
Office 8, First Floor,
11 Riverside,
Dogflud Way,
GU9 7UG.

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