Service Operations Agent

About the role

We are seeking a detail-oriented and proactive Service Operations Agent to join our team. The ideal candidate will be responsible for managing the lifecycle of devices, from receiving and recording asset details to ensuring they are adequately packaged and shipped. This role requires strong communication skills, technical proficiency, and the ability to work collaboratively with various teams across the business.

Key duties and responsibilities are:

• Receiving and Recording Assets: Accurately receive and record asset details, including the condition of devices.
• Device Grading: Use the grading matrix to determine if a device is fit to go into stock.
• Shipping and Packaging: Ship devices using various couriers, ensuring they are adequately packaged for safe delivery.
• Diagnostics and Erasure: Run diagnostics on various types of devices (Apple, Samsung, Microsoft), ensure devices are erased, OS reinstalled, and enrolled into ABM/MDM where required.
• Communication and Collaboration: Communicate with various teams to assist in meeting KPI targets.
• Parts Management: Book in parts from different suppliers and return parts as needed.
• CRM Updates: Update internal and external CRM systems with accurate information and ensure details sent to customers are correct.
• Vendor Communication: Communicate with vendors for repairs and ensure clear notes are added to our CRM system to enable other teams to update customers.

Education, Skills & Experience

• Strong attention to detail and organizational skills.
• Technical proficiency in running diagnostics and managing device software.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively with internal teams and external vendors.
• Experience with CRM systems and asset management is advantageous.
• Must be able to achieve DBS check, BPSS clearance and SC clearance.

Who are Jigsaw24

We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.

We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here

Benefits at Jigsaw24

You will receive a wide range of benefits working at Jigsaw24 including:

• 26 days holiday
• Health cover including access to GP anytime, annual reimbursements for optical and dental, to name a few, as well as counselling and wellbeing services
• Cycle2work
• Travel to work loan
• Free on-site parking
• Staff purchase scheme on fantastic Apple products and more
• Unlimited bistro coffee and tea facilities
• Enhanced family-friendly policies
• Pension scheme
• Electric Vehicle scheme
• Life cover

We are always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies – it’s about what you can achieve. As a business, we never stand still.  We encourage our people to follow their path and help us improve how we all work. To find out more, please visit our “about us” section on our website by clicking here

From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.