ICT Service Desk Agent

ICT Service Desk AgentJoin our team as an ICT Service Desk Agent, where you will be the first point of contact for IT-related queries. This role is ideal for someone with strong customer service skills and an interest in IT, looking to expand their knowledge and experience in a dynamic environment.Day to Day of the Role:Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).Perform accurate assessment of calls, aiming for a first-time fix where possible.Provide technically accurate solutions to users and customers, aiming to resolve 75% of incidents at the first point of contact.Allocate unresolved incidents and RFCs to the correct section of ICT services, ensuring accurate and sufficient problem determination has been attempted at first point of contact.Maintain the accuracy of the Service Management Tool and related databases by updating new user information, relocations, etc.Liaise directly with external maintenance suppliers and update internal customers as incidents are resolved or RFCs are released into the production environment.Produce statistical reports from the SMT and participate in quality control groups to identify service quality improvements.Participate in Change Advisory Boards, considering the risk and impact of releasing changes into the production environment.Manage, prioritise, and chase outstanding calls with appropriate staff within ICT and external suppliers.Required Skills ..... full job details .....