IT Customer Support Executive

4 weeks ago


Birkenhead, United Kingdom D2i systems Full time

**IT Customer Support Executive**
**Location**: Birkenhead, CH41 5BP, Remote working option may be available
**Salary**:£16,000 - £18,000, DOE
**Contract**: Permanent, Full Time

**Benefits**:

- Flexible working work environment
- Company pension scheme (once you have passed your probation period)
- 23 days holiday
- EMI scheme (Share options once you have completed 12 months service)
**About D2i Systems**:
D2i Systems recognise the need to develop intelligent management systems to assist Event Organisers when planning and operating small, medium, and large exhibitions. Our innovative technology is constantly evolving, we are always striving to deliver new andinnovative methods of improving how Event Organisers operate their businesses.
**Job Role**:
The key to success in the role is flexibility, diligence, and taking ownership of tasks through to resolution. The role will require communication with all key stakeholders and the ability to escalate issues, as necessary. Day to day deliverables is based aroundpro-actively managing the Helpdesk, working with the Development Team to facilitate timely resolution of issues.
**1st Line Support (Management of Helpdesk)**:

- Ensure all tickets raised in the Helpdesk are responded to quickly, and the system is updated appropriately
- Receive all incoming calls and convert requests for technical assistance into Helpdesk tickets
- Resolve first line queries (such as password resets and user queries)
- Allocate all second
- and third-line tickets appropriately
- Assist Dev Team with chasing up queries / information requirements etc. with Clients / Account Management Team
- Work with Ops Director to review frequent or recurrent issues to help Product Development address the problems at source
**Internal & external support**
Support Account Management to ensure that customers are managed day to day and participate in weekly/monthly meetings to provide support updates on tickets raised and closed.
- Support administration of the clients including booking account management travel requests and sourcing/ordering materials for delivery
- Provide training and support when customers need guidance on how to complete tasks in Engage
- Provide customer guidance on setting up and configuring Engage
- Support Account Management to grow business within the existing client base
- Support Account Management to brief the technical team on work that has been requested for delivery
**Core Skill Requirements**:

- Previously worked in a support role providing technical support and guidance to customers (minimum of 12 months)
- Self-starter and energy to learn, develop and grow.
- Good Time Management / Organisational skills
- Action oriented and collaborative team player
- Strong minded / Confident and be willing to ask questions to cement knowledge
- Capable of conveying complex concepts in simple terms

If you feel you have the necessary skills and Experience to be successful in this role, **click on "apply" today,** forwarding an up-to-date copy of your CV for consideration in the first instance.

**No Agencies please


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