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First Line Service Desk Agent

Odyssey Systems Ltd
North East
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Job Description:

Purpose Using a broad understanding of Odyssey Systems products and services, resolve 80% of service desk enquires on first contact and in a timely manner. Provide an experience in line with company values, positioning Odyssey as a technology supplier focused on market leading customer service.

Core Responsibilities

• Answer service desk enquires via telephone, email, web chat and occasionally in person.
• Understand customer needs and collect all information required to deliver a successful conclusion.
• Maintain a broad foundation of knowledge across our portfolio of telecoms, connectivity, and IT services.
• Handle a range of tasks including faults, change requests, hardware configuration and provisioning.
• Resolve 80% of enquires on first contact and in a timely manner.
• Effectively escalate enquires to second line, other departments and company directors where required.
• Engage with suppliers and other third parties where required.
• Ensure customers are kept up to date regarding open enquiries without fail.
• Analyse allocated enquires and prioritise tasks appropriately.
• Maintain accurate and up to date information on company systems.
• Use concise, effective, and professional written and verbal communication.
• Operate in line with company ISO 27001 (data security) and 9001 (quality) policies

Why work for
Odyssey Systems Ltd
Working in Tech is an exciting career. Odyssey Systems has been at the cutting edge of technology for over 35 years and no two days are the same! Working within a team of highly trained and experienced technology specialists is an excellent way to start your career in Tech.
Middlesbrough Careers Fair
will take place at
Riverside Stadium
10am - 2pm
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