Helpdesk Supervisor

Helpdesk Supervisor
Location: Milton Keynes
Pay rate: £14.50 per hour
April 2023 Start
Monday - Friday + Occasional weekend
37.5 hours per week
Early starts or Late starts.
*Weekdays, Early start: 8am to 4pm
*Weekdays, Late start: 1pm to 9pm
*Weekends: 9am to 4:30pm
JOB SUMMARY
Background detail:
e-Marker software enables examiners to mark examination papers electronically at home on their Windows computer. The e-Marker Assessment Delivery(EAD) Department operates a 2nd Line Helpdesk (technical) support. The UK Summer examination series is high profileto the public and the information is sensitive and not to be divulged.
**Job Description**:
To take the lead role in e-Marker® support and to facilitate the day-to-day functions of a small
technical helpdesk. The support work relates directly to enabling clients to run e-Marker®
software from their home PC / laptops, utilising secure internet connectivity. The support work
covers 2nd line telephone support.
To meet client contractual helpdesk support expectations for end users; ensuring all raised
issues are accurately captured in a timely manner, prepared for problem solving assessment
and implementing a concluding solution. All outstanding issues to be progressed with daily client
updates and timely reports to the e-Marker® operations team.
To learn the e-Marker® software for diagnostic requirements.
To oversee other e-Marker® support personnel; create and maintain relevant documentation.
To participate with end user telephone support work.
To provide any additional cover to the project manager as required.
KEY RESPONSIBILITIES OF THE JOB
- To assist the e-Marker helpdesk project manager with the day-to-day e-Marker®
support function. Ensuring the project manager has an up-to-date view of all open incidents
being handled by the e-Marker® support team; to chase resolutions and keep clients updated
with current progress.
- To oversee and provide support and training for other e-Marker® support
personnel.
- To provide active / proactive end user support, i.e. capture issues with
supporting evidence; issue diagnosis; problem solving; solution implementation and lessons
learned.
- Drive to solve open calls, escalate and chase for outcomes from other Departments
- Maintain the support database with your actions, outcomes and resolutions