service desk controller

Job Title: Service Desk Controller

Location: Stevenage

Duration: Temp to perm

Hours : pm Mon-Fri

Salary: 13/14ph - perm to be confirmed but competitive salary

What we do:

We are a leading specialist in telecare solutions and warden call systems, with over 450 sites supported Nationwide. Our client base includes local authorities, Councils and Housing associations also the public sector.

Job Overview:

As a Junior Service Desk Controller, you will help with the day-to-day admin for the team and assist with the logistics of the engineers so that operations run smoothly, monitoring service levels, and making sure the client base is happy.

Key Responsibilities:

1. To assist the service controller with day-to-day admin tasks, as and when they arise.
2. Assist the service controller to monitor service desk performance metrics, such as ticket resolution time, first call resolution rate, and customer satisfaction scores.
3. Assist the service controller to Identify opportunities for process improvements and automation to enhance service desk efficiency and effectiveness.
4. Stay informed about emerging technologies and industry best practices related to IT service management.

Required/ Advantageous:

1. Proven experience ideally in a technical support role, with at least 2-3 years’ experience.
2. PC literate including word and excel.
3. We want someone who is keen to learn all about the business and grow with us.
4. Ability to work under pressure and be a self-motivator.
5. Effective communication skills, both verbal and written, with the ability to communicate technical concepts to non-technical stakeholders.
6. Commitment to providing exceptional customer service and helping to resolve issues promptly and professionally.
7. Ideally to have experience with a ticketing system