Kogo are looking for a motivated individual to join our ever-growing team as a Service Desk Apprentice.
Duties and Responsibilities
- Providing technical support, responding to incident and service requests from customers by telephone, email and monitoring system alerts
- Ensuring all new tickets are responded to within SLA
- Triage new tickets, ensuring information is recorded accurately and assigned the correct priority. Undertake troubleshooting steps to determine the issue and resolve
- Where the Service Desk Apprentice is unable to resolve an issue in a timely manner this should be escalated to the appropriate team member
- Communicate with customers as required – keeping them informed of incident progress and notifying them of impending changes or agreed outages.
- Maintain customer documentation in relation to hardware, software configurations and standard build information
- Accurately record time entries and update tickets as they are worked on
- Provide great customer service at all times
Send your CV to [email protected]