Helpdesk Advisor

Company Description
**SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 93,000 employees, SGS operates a network of over 2,400 offices and laboratories around the world.** **We offer a wide range of testing, inspection and certification solutions for the food industry ranging from laboratory services to retail store checks, mystery shopping and more. Our global team of industry experts helps our clients to guarantee that their operations and products meet the highest global standards.**

**Job Description**:

- ** Job Title**: Helpdesk Advisor (IT Systems Analyst)
- ** Job Type**:Permanent
- ** Hours**: 37.5 per week
- ** Job Location**:Shepton Mallet

At SGS we offer a competitive salary along with an extensive benefits packs including:

- Private Medical Cover
- 4-8% matching company pension contributions,
- 4x Life Assurance
- 24 days Annual Leave (increasing with service) plus bank holidays
- An additional day off for you Birthday
- Discounted Gym Membership
- Retailer Discount
- Enhanced maternity/paternity and adoption pay
- Length of Service Awards
- Health & Wellbeing initiatives.

Main Purpose of the role:

- Maintain customer communications with regards to software support activities
- Provide a polite and prompt response to all customer queries
- Log in-board queries in the company call management system, ensuring that the reported issue is resolved or escalated approproatly.
- Assist the delivery of customer projects with requirements capturing and training
- Undertake software user acceptance testing
- Perform product testing and provide feedback to developers
- Promote and ensure compliance with all UK policies and systems, including Quality, Environmental and Health and Safety systems

**Qualifications**:
Essential
- Good written and verbal communication skills
- Strong organisational skills
- Ability to understand, interpret and document customer requirements
- Able to work under own initiative and as part of a team
- Attention to detail and ability to see a project/task through to completion
- English Language and Mathematics GCSE Level or equivalent (grades A* to C)
- Education to ‘A’ level standard or equivalent.

Desirable
- Trade-related qualification (e.g: UK Customs Academy/BCC/BIFA)
- Recognised trade-related membership (e.g: Institute of Export)
- Software support logging systems
- Understanding of customs (HMRC) import and export procedures
- Analsying user and process workflows