IT Service Desk Agent
Salary: CompetitiveContract Type: PermanentLocation: ChesterfieldReporting to: IT Service Desk Team ManagerDivision: IT Service Operations
The Purpose of the Role
By showing a passion for incident resolution and showing Postmasters and POL colleagues empathy by truly listening to them and putting yourself in their shoes, you’ll effectively deliver consistently high levels of incident handling across all contact channels.The role is challenging and isn’t for the faint hearted. Sometimes you won’t know the right answer, but you’re the kind of person who is always up for the challenge. You’ll use your creative and IT-literate experience to provide simplistic and realistic solutions to IT problems. You’ll also use your resilience and trust in your resources and training to quickly understand and research a detailed and honest response in order to support the end user.The role lends opportunity for you to build meaningful relationships and create positive change for Postmasters and the wider Post Office business. You’ll be empowered to make decisions in the best interests of the Postmasters, colleagues, and our business.
Principal Accountabilities
As an IT Support Advisor your role will be to:
- Provide quality IT-focused customer service to Postmasters and POL colleagues, focusing on finding ways to support them with their issues and queries.
- Proactively and reactively offer assistance to Postmasters and POL colleagues in a multi-channel environment through telephone, web chat, and email.
- Take ownership of Postmaster and POL colleague issues, enquiries and complaints and manage them through to resolution, ensuring end-users are kept up to date at all times.
- Ensure that all case details are captured fully and accurately using case management applications.
- Communicate outcomes to end-users simply, but effectively, ensuring that end-users are satisfied with the outcomes you give.
- Escalate any issues that you are unable to resolve, whilst making sure that the end-user is kept up-to-date as the case is escalated.
- Achieve agreed targets, particularly your quality and productivity targets.
- Find and share opportunities to improve the service offered to Postmasters, POL colleagues, and in Post Office processes.
- Keep yourself up-to-date with changes within Post Office so that you can continue to offer great service to Postmasters.
Your role will be providing first line support to our Postmasters, branches and colleagues when they raise issues and queries relating to IT. You will be an expert in Post Office IT and systems and know how to help Postmasters, branches and colleagues resolve their issues. You will work with the Post Office IT team and our IT suppliers to develop ways of working to ensure that issues captured in first line support are effectively managed and resolved.Qualifications, Experience & SkillsYou will have experience of working in an IT service desk environment.You will have experience of working to service levels and quality targets.You will demonstrate good all-round IT skills, be able to use the Microsoft Office and be familiar with ticket management applications.You will have excellent verbal and written communication skills.You will be used to acting as a brand ambassador.Skills Required
- Computer Literacy – You know your way around computers, you’re able to visualize and identify IT problems
- Empathetic – You’ll be able to put yourself in your end user’s shoes and understand their individual circumstances
- Committed – You will want to do the best job you possibly can, to make Postmaster and POL colleagues lives better
- Curious – You’re always looking to find different ways of doing things
- Attentive – You enjoy listening to users and what matters most to them
- Connected – You want to develop strong, trust-based relationships
- Courageous – You are willing to put your neck on the line to drive change
Skills RequiredQualifications, Experience & Skills
- Computer Literacy – You know your way around computers, you’re able to visualize and identify IT problems
- Empathetic – You’ll be able to put yourself in your end user’s shoes and understand their individual circumstances
- Committed – You will want to do the best job you possibly can, to make Postmaster and POL colleagues lives better
- Curious – You’re always looking to find different ways of doing things
- Attentive – You enjoy listening to users and what matters most to them
- Connected – You want to develop strong, trust-based relationships
- Courageous – You are willing to put your neck on the line to drive change
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