Service Desk Agent

About the Role

Our client is looking for a friendly and efficient Service Desk Agent to join their IT support team in Reading . This role is essential for providing reliable first-level IT support to employees, ensuring that all technical issues are addressed promptly and effectively. You will be the first point of contact for users experiencing problems with their hardware, software, or network access. This position offers a fantastic opportunity to build a career in IT support within a dynamic company, working in an office-based environment in Reading .

Key Responsibilities

• Log, categorize, and prioritize incoming user support requests.
• Provide immediate support for common IT issues, such as password resets, software installation, and connectivity problems.
• Troubleshoot hardware and software problems and guide users through step-by-step solutions.
• Escalate unresolved issues to senior IT staff or relevant support teams.
• Maintain accurate records of support incidents and their resolution in the service desk system.
• Contribute to the development of the IT knowledge base with solutions and procedures.

Requirements

• Experience in a service desk , helpdesk , or IT support role is preferred.
• Basic understanding of computer hardware, operating systems (Windows), and standard office applications.
• Good communication skills and a patient, customer-oriented approach.
• Ability to multitask and manage time effectively in a busy environment.
• Familiarity with ITIL principles is a plus.
• Eagerness to learn and develop IT support skills.

Benefits

• Competitive salary and opportunities for overtime.
• A comprehensive training program for IT skills development.
• Access to company benefits and employee discounts.
• Career progression opportunities within the IT department.
• A supportive and team-focused work environment in Reading .