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IT Service Desk Assistant

IT Service Desk Assistant

RSK GroupFrodsham, UK
7 days ago
Salary
£25,396.00 yearly
Job type
  • Full-time
Job description

RSK Group are looking for an IT Service Desk Assistant to join the Group IT Department on a full time basis working 40 hours per week at our office in Helsby, Cheshire.

The IT Service Desk Assistant will manage incoming IT-related telephone calls, ensuring issues are logged, categorised, and escalated appropriately while delivering excellent customer service.

Key Responsibilities :

  • Serve as the primary point of contact for users, managing and prioritising telephone calls effectively.
  • Accurately log, categorise, and prioritise tickets on the IT Service Desk system.
  • Assist with common queries such as password resets and answering basic queries.
  • Escalate / expedite tickets to 2nd or 3rd line support teams, ensuring all relevant information is captured.
  • Meet targets for call handling, resolution time, and customer satisfaction as set by the IT Service Desk Manager.

Person Specification :

  • Strong verbal communication skills and a professional, customer-oriented phone manner.
  • Basic understanding of IT or a desire to learn new skills.
  • Strong interpersonal skills and the ability to work well in a team environment.
  • Ability to handle multiple incoming calls and prioritise tasks efficiently.
  • Experience working with an IT Service Management system (e.g., ServiceNow, Jira, Managed Engine) (desirable).
  • Prior experience in a customer facing role, preferably within an IT or technical support environment (desirable).
  • Experience using Microsoft applications (desirable).

    • Salary and Benefits :

  • Salary £25,396
  • Company pension scheme
  • Life Assurance
  • A flexible benefits programme including the option to buy and sell holidays, health cash plan, and discounted gym memberships
  • Regular training and ongoing career development

    • RSK Group is an Equal Opportunities Employer

    IT #rskfamily

    RSK will not accept unsolicited CVs from agencies other than RSK PSL or Secondary agencies.