Support Desk

1 week ago

Nottinghamshire, United Kingdom Premier Group Recruitment Full time

Role: Support Desk User

Duration: 6 months

Location: Nottinghamshire

Day Rate: £150p/d

Job Type: 100% Remote

Inside IR35



Role Overview:

We are seeking a highly organised and proactive Support Desk User to join a team and manage incoming support requests for a suite of job board websites. You will play a crucial role in ensuring the smooth operation of platforms by responding to user tickets, communicating with internal teams, and ensuring service-level agreements (SLAs) are met for first response and issue resolution times.

The ideal candidate will have excellent communication skills, a customer-first mindset, and an ability to stay calm under pressure. Previous experience in a support role or being a Support Desk User is beneficial but not essential and can work remotely.


Key Responsibilities:

  • Monitor and respond to incoming support tickets related to website issues from users of our job boards whilst working remotely.
  • Communicate with internal teams (via MS Teams or other collaboration tools) to address and escalate issues as needed.
  • Ensure tickets are handled in a timely manner, meeting or exceeding our targets for Time to First Response and Time to Resolution.
  • Troubleshoot basic website issues (e.g., job posting problems, user account issues, application tracking, etc.), escalating to technical teams when required.
  • Maintain and update ticketing system with accurate notes, status updates, and resolutions.
  • Provide regular updates on ticket progress and priority to the team whilst working remotely.
  • Assist in testing and validating website functionality as part of the issue resolution process as a Support Desk User.
  • Assist in documenting FAQs and support procedures to help improve support efficiency.
  • Identify recurring issues and communicate potential improvements to the product and development teams.

Key Skills and Qualifications:

  • Excellent written and verbal communication skills as a Support Desk User
  • Strong attention to detail and ability to prioritise and manage multiple tasks.
  • Ability to manage time effectively and meet deadlines in a fast-paced environment.
  • Prior experience in a customer service or support role is preferred but not essential.
  • Experience with ticketing systems as a Support Desk User whilst working remotely.
  • Basic understanding of website functionality and ability to troubleshoot user-related issues.
  • A problem-solving mindset and a proactive approach to resolving customer issues.
  • Knowledge of the job board industry or previous experience in a similar service environment is a plus.

Personal Attributes:

  • Customer-focused with a high degree of empathy and professionalism.
  • Adaptable and comfortable with changing priorities.
  • Strong organisational and multitasking abilities.
  • Team player with the ability to collaborate effectively across different departments.

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