Service Desk Technician

Full Time Brighton East Sussex IT Job Pro UK

A new opportunity has arisen within our support department for a Service desk specialist.

The hours are 37.5hrs a week, (Apply online only) Mon-Fri and this role involves shift work over this period.

This is a hybrid working role.

The primary purpose of this role is to provide first line support for end users of the tlmNexus services, with a focus on performance against Service Level Agreements (SLAs) and creation of user accounts. The Service Desk Specialist will provide support to Authorised Users, over the phone, by email and through the on-line ticketing system under the Service Desk function.

Key Responsibilities and Performance:

* Working as part of a Service Desk team, and alongside Customer Support Specialists, the SDS will be customer focused, delivering the highest levels of service and customer satisfaction.

* Acting as single point of contact that provides a consistent response time, operates within agreed service levels and provides an excellent level of customer service

* Respond to inbound user input to the Service Desk in a professional and efficient manner, completing all Account Requests and upgrade for all platforms.

* Accurately record details of tickets raised within the ticketing system.

* Contribute to documentation as required to improve the service offered.

* Enforce and abide by security procedures, practices and culture.

* Any other duties as deemed necessary to achieve Service Desk and company goals.

Core Role Competencies:

* Technical Knowledge: Proven experience with the use of on-line ticketing systems. Full training in the services being supported will be provided.

* Processes/Procedures: ITIL Foundation certified and proven experience with ITIL best practice, in particular incident management and request fulfilment. Able to support embedded processes and procedures to meet SLAs and internal business objectives. Seeks ways to improve existing processes, making recommendations and assisting in their implementation.

* Personal Agility / Continuous Improvement: Observes situational and group dynamics and selects the most appropriate approach to meet the needs and demands of the team and others. Willingness to be assigned different tasks as the situation demands.

* Effective Communication: Is able to effectively communicate using a number of different mediums and does so regularly. Takes time to consider what the Authorised User knows and cares about, drafts responses , and rehearses so that they are confident delivering the content of the responses. Seeks peer input, diligently checking understanding and presenting the appropriate response to suit the situation and Authorised User.

* Problem Solving and Decision Making: Proven ability to make sound decisions. Considers relevant factors and uses appropriate decision-making criteria and principles. When making decisions, uses a mix of analysis, knowledge, experience and judgement to assess business and team needs resolving any issues or problems effectively, working independently and self-directed as required.

Key Outputs/Deliverables

* Inbound calls and emails responded to within agreed targets.

* Excellent customer service provided to the end customer.

* Log and maintain accurate ticket records.

Qualification and Experience:

* Experience of working in a contact centre or Service Desk environment.

* Experience working within environments governed by service levels.

* Experience handling complaints or resolving conflict with customers.

* Awareness of the Data Protection Act and the responsibilities related to handling sensitive data an advantage.

* Must have or be able to achieve security clearance to SC level.

* Must have excellent communication skills and be able to liaise effectively and successfully by email and phone.

* Must have excellent attention to detail and be able to accurately capture and report on all incidents, requests and problems raised by the Authorised Users.

Why work for us?

26 days annual leave + UK bank holidays

Enhanced company sick pay

Life assurance cover

Cycle to work scheme

Perkbox (discount scheme)

Employee assistance programme

Recruitment referral bonuses up to £1500

Paid days off for activities

Funded professional subscriptions

Stimulating projects, respectful collaboration and an informal atmosphere await you here

When you trust your own capabilities, you want to invest your time, skills and energies in things that matter, alongside others who are committed to the same aims.

At tlmNexus you get the freedom to make this happen

To apply for this job please visit