Service Desk Agent

This company, the global market leader in timetabling and resource scheduling software solutions for Higher Education, Government and Private sectors, is extending its team of support agents.

With close to 500 customers in over 34 countries and 6 continents, they are proud to list many of the best universities in the world amongst their customers.

This vital customer facing role represents an opportunity for a graduate to grow in their team of expert service analysts, working closely with their experienced web developer team.

Their next Service Desk Agent will:
- Follow and understand industry best practise support methodologies
- Take ownership of requests following them to resolution
- Proactive when dealing with customer issues
- Help maintain knowledge articles and other internal documentation
- Meet SLA's whilst adopting ITIL processes
- Attend customer meetings
- Communicate effectively with colleagues inside and outside of the support team
- Work with colleagues to ensure excellent customer experience, peer reviews
- Triage and resolve requests following the ITIL process

While the following will make you stand out:

- Educated to degree standard or an equivalent discipline or have the appropriate industry experience
- Technically minded and customer focused
- Problem solver
- Ability to work as a team and independently
- Maintain a calm, analytical disposition
- Willing to take on new skills and improve knowledge of all relevant areas
- Have practical experience in a support environment
- Continue with training in ITIL processes, techniques and best practice
- Focussed on task completion

They offer an excellent benefits package in addition to a competitive salary