IT Service Desk Agent

Lancashire, England, United Kingdom

11/30/2024

We are currently searching for a proactive and customer-focused individual to join our expanding team as an IT Service Desk Agent. As a Service Desk Agent you will be responsible for providing support for the efficient resolution of IT requests and incidents, working within agreed SLA’s and escalating either within the IT team or to 3rd party vendors as appropriate.

Key Responsibilities

• Providing support for the efficient resolution of IT incidents and requests.
• Responsible for logging of all calls (internal and 3rd party) made to service desk and delivery of first contact resolution wherever possible through triaging.
• Applying customer service techniques in order to keep customers updated and informed on ticket progress.
• Adhering to Service Level Agreements.
• Employing timely escalation to appropriate line management/technical resources where necessary.
• Re-assignment of calls to other IT teams or aligned 3rd party vendors.
• Aligning with the IT Procurement process, enabling timely delivery of assets
• Support with weekend on-call on a one in four rota.
  
  

Required Skills And Experience

• Proven experience working in a similar IT service desk or technical support role.
• Strong problem-solving skills and a passion for resolving technical issues.
• Excellent verbal and written communication skills.
• Ability to prioritise and manage multiple tasks effectively.
• Familiarity with ticketing systems and IT service management platforms.
  
  

Essential Qualifications

5 GCSEs including English and Maths at minimum of Grade C/4, or equivalent.

Application Process

We want to make sure everyone has the opportunity to apply for our roles. If you require any adjustments to support you during the application process, please do not hesitate to contact us at enablerecruitment@victrex.com.

Victrex values diversity and encourages applications from all sections of the community. Please talk to us about flexible working options.

NO RECRUITMENT AGENCIES PLEASE.

At present, we are not accepting any candidates via a recruitment agency or third party.

About Victrex

Victrex is an innovative world leader in high-performance PEEK (Poly Ether Ether Ketone) and PAEK (Poly Aryl Ether Ketone) polymer solutions focusing on the strategic markets of automotive, aerospace, energy and industrial, electronics and medical. Every day, millions of people use products and applications containing our materials – from smartphones, aeroplanes and cars to energy operations and medical devices.

With over 40 years‘ experience, we are developing world leading solutions with PEEK and PAEK-based polymers and selected semi-finished and finished parts which enable environmental and societal benefit for our customers and our markets and drive value for our shareholders

Vision and culture

At Victrex we have a clear purpose: to bring transformational and sustainable solutions which address world material challenges every day.

This underpins our core values; passion, innovation and performance which are at the heart of our business.

Our culture is shaped by how we work together, driving for results with a focus on customers, continuous improvement and doing the right thing. Our values, passion, innovation, and performance are at the heart of our business and we value and recognise how every employee plays an important role in enabling us to deliver our growth strategy.

Sustainability is core to our strategy. We are committed to reducing our environmental footprint while supporting society through our sustainable products and making a positive impact on our local communities. We have recently become winners of the prestigious Ecovadis Silver Award, which is a universal acknowledgement of our sustainability rating as being in the top 5% of over 75,000 companies. We are also proud to be recognised as a ‘Disability Confident’ employer.

Our aim is to provide the support of accessibility and community within Victrex for everyone. So, if you need any help, advice or just want a confidential chat regarding any Diversity, Equity or Inclusion matters even before you apply to Victrex, then here is what you need to know:

The enabling support that Victrex prides itself on giving, starts from when anyone applies or wants to apply to join our team.

We are always here to help provide any ‘reasonable adjustments’ you may need during your application process. So please contact us to discuss your specific requirements in more depth.

We even have a dedicated email that anyone can use to reach out for help, advice, and a confidential chat......whatever you need to know, and to help ensure an equitable solution, that’s right for you, right from the start!

That email is: enablerecruitment@victrex.com

Victrex values diversity and encourages applications from all

sections of the community.