Technical Agent
An opportunity has arisen for a Level 1 Technical Agent within a leading Retail Systems support company based in Letchworth. Working within a successful team and with the direction and support of the Supervisor or Service Desk Manager, you will be accountable for the resolution of customer incidents and requests and the overall performance adherence for retail clients. As an L1 Technical Agent you will work closely with colleagues across various teams as well as the Supervisor or Service Desk Manager to provide a single point of contact for customer's IT problems and enquiries. You will need to be comfortable working to tight deadlines, handling a large number of calls and incidents and enjoy finding solutions to help make a difference to customers. The company operates a shift working system, 7 days a week between 0500 and 0200 daily. Due to the location, you must either drive or live locally.
The ideal candidate must possess excellent interpersonal skills and customer interface skills, both on the phone, in person and with customers and colleagues, you should also have strong communication skills and the ability to give specific and clear instructions and problem-solving advice. It is important that you are reliable and punctual and have an understanding of PC and EPOS technologies. It is also essential that you have a good understanding of computers.
* Help desk/ Service Desk experience (preferred, not essential) * Ability to multi-task * Ability to work within a target oriented environment * Good analytical skills and an ability to define the precise nature of customer problems * Experience using PCs and associated software and applications * Experience of EPOS and retail support environments (preferred, not essential) * Ability to grasp new technical concepts quickly * 5 GCSE Grade C or above * A+ or N+ Qualification (preferred, not essential).