IT Service Desk Agent
TRG Solutions Ltd
Bristol, BS16 7FL
Full-time, Permanent
Reporting to: Technical Helpdesk Manager
Salary: £26,500
About the Company
- TRG is a leading Managed Services Provider (MSP), delivering innovative IT solutions and support to a diverse portfolio of clients across multiple industries including field service, transport & logistics, and retail. We pride ourselves on our ability to deliver reliable software, hardware, services, and connectivity that empower our clients to focus on their core business objectives.
About the Role
- As a key member of our Managed Services team, you will play a critical role in managing customer service enquiries in line with company procedures and goals to ensure high levels of customer satisfaction. Acting as the primary point of contact for Managed Service customer queries, you will work closely with Account Managers, the Technical Team, and Operations.
- The ideal candidate will bring a proactive attitude, excellent attention to detail, and a genuine passion for delivering exceptional service. Experience in desktop/laptop support is highly desirable, as the role involves troubleshooting and resolving issues with end-user devices. Knowledge or experience with Microsoft 365 is particularly advantageous.
Key Responsibilities
- Resolve Managed Service customer incidents in line with agreed SLAs
- Provide desktop and laptop support for end-users, ensuring swift resolution of hardware and software issues
- Collaborate with third-party support teams to address and resolve end-user incidents
- Redirect customer enquiries to the appropriate department promptly and monitor responses to maintain customer satisfaction
- Manage and organise the general service desk ticket queue, including immediate closure of spam and duplicate tickets
- Regularly update customers on ticket and order statuses
- Resolve ServiceHub issues and assist with user setup requirements
- Produce reports on customer service performance as required
- Undertake additional reasonable tasks delegated by the line manager
Knowledge, Skills, and Experience Required
- Knowledge of working with an ITSM tool is desirable but not essential
- Experience in a service desk, helpdesk, contact centre, or desktop/laptop support role is highly desirable
- Familiarity with Microsoft 365 is particularly advantageous
- Strong customer-focused mindset, prioritising customer satisfaction
- Proactive and self-motivated, with the ability to work under pressure and meet tight deadlines
- Excellent verbal and written communication skills
- Strong team player who can also work independently when necessary
- Strong interpersonal skills, with the ability to build effective relationships at all levels
- Adaptable and willing to embrace change and new challenges
- Interest in mobile technology and IT support
- Exceptional attention to detail, with confidence to seek support when required
Competitive Package
- £26,500 per year
- 37.5 hours a week (flexibility on hours to be worked)
- 25 days holiday, rising to 27 days after 3 years’ service (plus Bank Holidays), pro rata
- Pension scheme
- On-site car parking within business park
Work Location: In person
Job Types
Schedule
- Monday to Friday
- Work Location: In person
Pay: £26,500.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: In person
