Birmingham - CV2

Not Specified

£25,000 - £27,000 plus large company benefits

Permanent

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Service Desk Agent

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Service Desk Agent

Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: £25,000 - £27,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 7.30 am – 6.00 pm, Monday – Friday

Interview Process: 2-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 1st 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 Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life

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