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Service Desk Agent

Location: Cambridge


Scientia the global market leader in timetabling and resource scheduling software solutions for Higher Education, Government and Private sectors, is extending its team of support agents.

With close to 500 customers in over 34 countries and 6 continents, we are proud to list many of the best universities in the world amongst our customers.

This vital customer facing role represents an opportunity for a recent graduate to grow in our team of expert service analysts, working closely with our experienced web developer team.

Our next Service Desk Agent will:

  • Follow and understand industry best practise support methodologies
  • Take ownership of requests following them to resolution
  • Proactive when dealing with customer issues
  • Help maintain knowledge articles and other internal documentation
  • Meet SLA’s whilst adopting ITIL processes
  • Attend customer meetings
  • Communicate effectively with colleagues inside and outside of the support team
  • Work with colleagues to ensure excellent customer experience, peer reviews
  • Triage and resolve requests following the ITIL process

 

While the following will make you stand out:

  • Fluent in Dutch.  Fluency in German would be advantageous
  • Educated to degree standard or an equivalent discipline or have the appropriate industry experience
  • Technically minded and customer focused
  • Problem solver
  • Ability to work as a team and independently
  • Maintain a calm, analytical disposition
  • Willing to take on new skills and improve knowledge of all relevant areas
  • Have practical experience in a support environment
  • Continue with training in ITIL processes, techniques and best practice
  • Focussed on task completion

 

Interested? Email your CV and Cover Letter to our recruitment team now