Service Desk Agent

Contract Type

: Permanent

Salary Package: £, - £, plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year

Hours: . am – pm, Monday – Friday Interview Process: -stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

• Log incidents and requests and progress them in the system.
• Accurately diagnose and assess incoming calls within the in-house system.
• Ensure all required incident and requests are completed within the SLA commitments.
• Resolving and closing tickets at the first point of contact where possible.
• Deliver outstanding telephone support to customers.
• Respond to all emails promptly and ensure communication queues are regularly cleared.

Security clearance or the willingness to apply will be required for this role. Key responsibilities:

• Administration of user accounts and permissions for users within Active Directory.
• Process Starter, Mover and Leaver requests.
• Use remote support tools to accurately diagnose and resolve user issues.
• Where required, assign tickets to the relevant resolver groups.
• Escalate more complex issues to IT staff and key stakeholders.
• Manage queues and mailboxes efficiently, ensuring timely resolution.
• Meet telephone support fix KPIs consistently.
• Ensure all incidents are resolved within SLA timeframes.

Skills and experience:

• Strong understanding of Service Level Agreements (SLAs).
• Proven experience in delivering high-quality customer service.
• Knowledge of st line Service Desk responsibilities.
• Experience with Microsoft Azure/ Entra ID and InTune.
• Experience of troubleshooting queries within Windows and MS Office
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
• Awareness of ITIL practices and principles.

About You