Help Desk Support

6 months ago

Ellesmere Port, United Kingdom 3R Consulting Full time

**Helpdesk Support (First Line)**

**Salary**:Up to £27,000

**Hours of Work**:Monday - Friday

**Shift Pattern**:08:00 - 16:30, 09:00 - 17:30, 10:30 - 19:00

**Benefits**:Social Events, Enhanced Annual Leave, Enhanced Pension Contribution and many more

Based in Ellesmere Port, my client is looking for an experienced First Line Helpdesk Support colleague to provide a quality service in software support to clients, as well as internal teams. The First Line Helpdesk Support colleague will be responsible for test plans, system releases and coordinating bug fixes as well as making sure systems are running flawlessly.

**Responsibilities**
- Deliver quality system updates and improvements through comprehensive QA testing.
- Be the initial point of contact for clients when they require any systems assistance.
- Investigate queries from clients during their usage of the systems.
- Investigate technical queries and problems, including JSON and XML files.
- Triage to the relevant departments if unable to answer a query or provide a fix.
- Answer any general questions from clients about products.
- Gain an understanding of the client’s business, and how they use the products and services.
- Follow issues through to resolution, liaising with various departments when required.
- Communicate updates, answers, and fixes to clients as and when required.
- Investigate and escalate any reports of outages and down time.
- Assist in the UAT of new functionality, fixes, and version upgrades.
- Produce user guides, deliver training, look to increase online documentation and self-help system usage.

**Skills You Need**
- Deliver a professional service to clients.
- Attend and contribute to team/departmental/company meetings.
- Compile accurate reports as required.
- Acknowledge correspondence within set SLAs.
- Maintain systems to ensure quality control.
- Strive to continuously improve the quality of information.
- Aim to self-learn and develop skills and understanding of industry practices, procedures, and policies.
- Comfortable reading XML requests and responses (desirable).
- Commercially astute and have a strong customer service ethic.
- Knowledge of Microsoft Office (Outlook, Excel & Word).
- High levels of accuracy.
- Prioritising and time-management.

KEYWORDS: Helpdesk Support, First Line, JSON, XML, Test Plans, Systems, bug fixes

**Job Types**: Full-time, Permanent

**Salary**: Up to £27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- On-site gym
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

Reference ID: First Line Helpdesk Support

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