Damia Group
Support Agent
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Support Agent – Level 1
Location: Newcastle upon Tyne – Quorum Business Park
Salary: £27,000
Contract: Permanent, Full Time
Working Hours:
- Monday–Thursday: 08:30–17:00 or 09:00–17:30
- Friday: 08:30–17:00
The Role:
We’re looking for a Support Agent to join our team and act as the first point of contact for customers experiencing IT-related issues.
You’ll provide friendly, professional and timely technical support, helping users resolve software issues and service requests as quickly as possible. Where an issue is more complex, you’ll make sure it is escalated to the appropriate team while continuing to take ownership of the customer experience.
The role would suit someone with good technical troubleshooting skills who enjoys helping people, solving problems and working in a customer-focused environment.
What You'll Be Doing:
- Provide first-line technical support to customers by phone and email.
- Log, investigate and resolve IT incidents and service requests.
- Troubleshoot software-related issues and identify the cause of problems.
- Take ownership of support cases from initial contact through to resolution.
- Keep customers updated throughout the support process.
- Escalate more complex issues to the appropriate support team when required.
- Ensure all incidents and requests are accurately documented.
- Identify recurring issues and share recommendations to help prevent them happening again.
- Contribute to the team's knowledge base and documentation.
- Manage and prioritise your workload in a fast-paced support environment.
- Work closely with other members of the support team and assist where required.
- Keep up to date with relevant and emerging IT technologies.
- Look for opportunities to improve support processes and the customer experience.
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What We're Looking For:
Essential:
- Strong troubleshooting and problem-solving skills across software environments.
- Good understanding of current IT technologies.
- Excellent written and verbal communication skills.
- Strong attention to detail and accurate documentation skills.
- Good time-management and organisational skills.
- A customer-focused approach and commitment to providing a high standard of service.
- Ability to work independently as well as part of a team.
- Calm and professional approach when dealing with issues under pressure.
- Proactive attitude with a strong sense of ownership and accountability.
- Willingness to learn new technologies and processes.
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Desirable:
- Previous software support experience.
- ITIL Foundation certification or awareness of ITIL methodologies.
- Google IT Support Professional Certificate or equivalent.
- Awareness of emerging technologies.
Previous software support experience is desirable, but not essential.
Damia Group Limited acts as an employment agency for permanent recruitment and the supply of temporary workers. By applying for this permanent job, you accept our Data Protection Policy which can be found on our website.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.
Damia Group is acting as an Employment Business in relation to this vacancy and in accordance to Conduct Regulations 2003.
The advertised salary range is dependent on experience and the required qualifications.
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