We are recruiting for our IT client that are looking for someone to assist their customer with IT queries, so if you like working with computers and enjoy helping people this role will be ideal. This is a fantastic opportunity for someone starting out in their IT career or possibly already working in a 1st line IT help desk support type role and want to join a company where they feel truly valued. Our client offer a competitive salary lots of company benefits and ongoing training and development. The client is based just outside of Peterborough towards Stamford so you will need to drive. THE OPPORTUNITY The Technical Support Agents work directly with their customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, they work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. They are also passionate about training and skill development, so an advanced knowledge of these platforms isn t required from day one. WHAT YOU LL BE DOING Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems. Take customer calls and attempt to resolve the customer s enquiry or issue by remotely connecting to customer sites. Telephone customers and talk through certain functions, and explain the causes and solutions to the problems. Participate in the out of hours support rota (this could amount to 1 week in 8) Escalate issues to your line manager as appropriate (and according to procedure) Maintain a high level of call logging issue quality (ensuring others can follow your work) Liaise with customers professionally at all times Participate in ongoing training as systems evolve and new features or functionality is built Ensure the working environment is kept tidy and professional at all times Ensure that your own technical knowledge is kept up to date YOU SHOULD APPLY IF: You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation You are professional in manner, approach, appearance and confidence You are motivated to learn and disseminate information. You have a strong work ethic. You have strong attention to details You are hard-working and committed, with a sense of humour MINIMUM REQUIREMENTS: Excellent IT literacy, fast accurate keyboard skills Confident and clear communicator (verbal, written and listening skills) Proven track record in customer service and support
31/03/2026
Full time
We are recruiting for our IT client that are looking for someone to assist their customer with IT queries, so if you like working with computers and enjoy helping people this role will be ideal. This is a fantastic opportunity for someone starting out in their IT career or possibly already working in a 1st line IT help desk support type role and want to join a company where they feel truly valued. Our client offer a competitive salary lots of company benefits and ongoing training and development. The client is based just outside of Peterborough towards Stamford so you will need to drive. THE OPPORTUNITY The Technical Support Agents work directly with their customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, they work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. They are also passionate about training and skill development, so an advanced knowledge of these platforms isn t required from day one. WHAT YOU LL BE DOING Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems. Take customer calls and attempt to resolve the customer s enquiry or issue by remotely connecting to customer sites. Telephone customers and talk through certain functions, and explain the causes and solutions to the problems. Participate in the out of hours support rota (this could amount to 1 week in 8) Escalate issues to your line manager as appropriate (and according to procedure) Maintain a high level of call logging issue quality (ensuring others can follow your work) Liaise with customers professionally at all times Participate in ongoing training as systems evolve and new features or functionality is built Ensure the working environment is kept tidy and professional at all times Ensure that your own technical knowledge is kept up to date YOU SHOULD APPLY IF: You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation You are professional in manner, approach, appearance and confidence You are motivated to learn and disseminate information. You have a strong work ethic. You have strong attention to details You are hard-working and committed, with a sense of humour MINIMUM REQUIREMENTS: Excellent IT literacy, fast accurate keyboard skills Confident and clear communicator (verbal, written and listening skills) Proven track record in customer service and support
Are you looking to start your IT career? Do you enjoy Customer Service? Can you diagnose and problem solve issues? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to provide 1st line support for one of our long-term partners? We are looking for a Service Desk Agent to join and expand our 1st line teams based within our office in Wakefield. Your role will be to provide first class customer service while problem solving and dealing with an array of queries and faults being raised by our customer. You will be working on a busy and active service desk, answering phone calls, webchats and other forms of digital contacts, keeping to agreed SLA's and KPI's. You will be supporting a key long-term partner as they go through a digital transformation with new and interesting services and technologies being constantly introduced as they continue to modernise and embrace new ways of working. Your experience Educated to GCSE grade or equivalent Excellent Customer Service Skills. Excellent problem-solving skills. Excellent verbal and written communication skills with an attention to detail. Ability to work as part of a team. High degree of initiative and creativity. Project People is acting as an Employment Business in relation to this vacancy.
15/08/2023
Contractor
Are you looking to start your IT career? Do you enjoy Customer Service? Can you diagnose and problem solve issues? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to provide 1st line support for one of our long-term partners? We are looking for a Service Desk Agent to join and expand our 1st line teams based within our office in Wakefield. Your role will be to provide first class customer service while problem solving and dealing with an array of queries and faults being raised by our customer. You will be working on a busy and active service desk, answering phone calls, webchats and other forms of digital contacts, keeping to agreed SLA's and KPI's. You will be supporting a key long-term partner as they go through a digital transformation with new and interesting services and technologies being constantly introduced as they continue to modernise and embrace new ways of working. Your experience Educated to GCSE grade or equivalent Excellent Customer Service Skills. Excellent problem-solving skills. Excellent verbal and written communication skills with an attention to detail. Ability to work as part of a team. High degree of initiative and creativity. Project People is acting as an Employment Business in relation to this vacancy.
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Bellshill office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
15/09/2021
Full time
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Bellshill office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Team Valley office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
15/09/2021
Full time
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Team Valley office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
