GLL is looking for 1st Line Service Desk Agent 's to work at Our Head Office, Woolwich, Southeast London. If you have the skills and ambition to join us as a 1st Line Service Desk Agent, there's never been a more exciting time to join us. This is more than a 1st Line Service Desk Agent job, it's a career.
We are seeking a talented 1st Line Service Desk Agent to join our support service desk. In this role, you will be responsible for providing 1st line support, triaging issues, and ensuring seamless support for end users.
What you’ll do:
Triage all incoming support tickets ensuring all are managed efficiently either with an action or by assigning through designated routing channels within 4 hours of ticket submission
Identify recurring issues, ensuring these are escalated with priority to 2nd Line/3rd Line Application Support Analysts
Manage incoming phone calls, creating linked tickets on the Zendesk system and assigning via designated routes
Ensure all internal SLAs are adhered to and delivered
First response resolution
As a leader within the leisure industry, we can also offer scope to progress your career, and job variety like nowhere else.
What you need:
Excellent customer service skills
Excellent communication skills both written and oral
Ability to quickly support users, understand their issues, see the bigger picture and understand the business impact.
Excellent time management and prioritising skills as well as an ability to work well as part of a team.
Experience working in a service desk or support role (Desirable) .
As a charitable social enterprise owned by its staff GLL has a great range of benefits for its employees:
A salary of £29.262 to £ 31,577 per annum
A values driven organisation
Learning & development to support career development
Good pension schemes
Discounted gym membership for you and your partner
The opportunity to join the GLL Society and have a say on how we run plus associated events
Exclusive discounts on our villas in Portugal
Exclusive discounts on our Ski chalets in Bulgaria
Career Pathways, professional development is just the start. To ensure your stay on top of your game we provide training with practical and theory elements too
Discounts across thousands of retailers (GLL Extras)
25% off Red Letter Days
25% off Buy a Gift
20% off GLL spa experience treatments and associated products
Ride to work scheme
Free eye tests and discounted glasses
About GLL:
As the UK’s largest leisure operator and charitable social enterprise, we offer a range of careers for everyone in our local communities. We manage over 400 facilities across England, Wales and Northern Ireland, including public sport and leisure centres, elite sporting venues, libraries and children’s centres.
Our people are from the communities we serve and help us make real changes in their local area.
One of our core values is ‘More than a Job’, because working with us opens up a wide range of possibilities and opportunities for you, starting with how you work with us. To make sure we’re having a positive impact on our people, we also offer some flexible and part-time working options so you can make sure your new job works for you. Subject to vacancies, whether you are after a contractual commitment and a regular work schedule or the freedom of flexible hours, you may be able to choose an arrangement that works best for you and play your part in improving the health and wellbeing of your community.
We offer two different types of work arrangements:
A permanent employment contract - part time and full time
A flexible worker engagement by joining our flexible worker pool
If you are looking for a regular number of hours that you can work and are flexible to meet the needs of a 7 day a week service, then a full-time or part-time permanent contract might be the right choice for you.
So whether your ambitions lie in sport and leisure, events & catering, health & beauty, corporate support or working with children, you’ll be able to find your ideal new job at GLL.
Passionate about seeing our communities thrive, we invest back into our facilities, projects and people and are Investors in People Gold Award employer.
However you choose to work with us, you can be sure that you will be a valued member of our team, working with great colleagues, and making a real difference to people’s lives.
We are an inclusive employer. We seek and welcome diversity in our teams.
All pay rates are subject to skills, experience, qualifications and location.