SERVICE DESK SPECIALIST

Salary: £25,000 - £28,000
Location: Reigate, Surrey
Job type: Full Time | Hybrid - 3 days WFH | 4.5 day work week

KNOWLEDGE, SKILLS & EXPERIENCE

• 1+ year of working knowledge in service desk or related roles.
• Comfortable with ITSM service desk platforms and tools.
• Proficient in MS Office applications, especially Outlook, Excel, and Word.
• Proactive and resourceful attitude.
• Outstanding organizational and communication skills, both written and verbal.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
• Strong collaborator with cross-functional teams.
• ITIL Foundation or Comptia A+ (Desirable)
• Experience in Telephony (Desirable)

• Work autonomously, providing exceptional customer service and resourcefully solving technical issues.
• Collaborate closely with technical support teams to drive process improvements and advocate for enhanced customer support.
• Engage directly with customers to address support requests, ensuring a positive and efficient resolution.
• Manage service requests through various interfaces, maintaining a high level of accuracy and quality.
• Foster strong relationships with customers, ensuring satisfaction and loyalty.
• Provide training support to internal teams, addressing questions and issues.
• Serve as the first level of escalation and coordinate with team leads/managers when needed.
• Collaborate with team members to improve the overall service desk experience.
• Review service requests for accuracy and compliance with established timelines.
• Obtain necessary documentation to assist with incidents and requests, ensuring accurate reflection of user needs.
• Monitor incidents and requests, ensuring timely resolution and customer satisfaction.
• Resolve escalated issues promptly and escalate when necessary.
• Continuously review processes, suggesting improvements to enhance efficiency.