1st Line Contact Center Agent - Sanderson : Job Details

1st Line Contact Center Agent

Location: London

Salary: up to £35k +10% DV Bonus + Sharing in Successes _ 10% Pension (when you put in 5%) + 26 Days Leave

Are you reliable and keen to learn, can you work well in a team? Do you want to make an impact and change the way the world works? Do you want to collaborate and achieve together with committed people to help support our secure system and user community. This is your world and your opportunity to transform it for the better.

Role PurposeThe role holder is self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple stakeholders. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.

Your roleWe are looking for a 1st Line OSM (Operational Service Management) Contact Centre Agent to provide Service Desk Support, joining our OSM Service Team of 1st and 2nd Line engineers. Your role will involve assisting high profile user community, with daily contact with customers and stake holders, via incident logging applications.

Key Accountabilities

• Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products / systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
• Business Awareness. Develops an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
• Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
• Professional Development. Takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.

Key Performance Indicators

• Technical Assessments.
  • Evidence of sharing and re-use of knowledge.
  • Correct management of processes followed to deliver service.
  • Improvement / enhancements to service delivery.
  • Known errors with workarounds or fixes loaded in knowledge database.
  • Percentage of customer problems resolved within required timescales.
  • Meets service level requirements.
  • Feedback from colleagues, manager and customers
  • Contribution to service improvements.
  • Up to date personal learning plan.

Your experienceThe following skills would also be desirable: Core Windows Server Technology including in depth knowledge of at least 3 of the following:

• Windows updates via WSUS
• Understanding of GPO and Active Directory
• DNS
• Active Directory
• User Account Management
• DFS
• Analysis of Windows Log Files
• Veritas NetBackup, backup scheduling and media management
• WIN Server 2012/2019
• WIN11 VDI's
• Horizon Brokers
• Veeam
• HCI Solution
• IDAM
• Oracle\SQL
• WIN7 Workstations.
• Exchange 2013 on Windows 2008 Server
• VMWare and Knowledge of Server infrastructure, VMware Technologies
• Open VMS

Possible Shift Patterns include:

• Day time shift: Monday to Friday from 7am to 7pm (37 hours per week)

• or 24/7 shift

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of an innovative team!

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.