Helpdesk Consultant

**Reporting to: Helpdesk Manager**

Role Specification:

- Provision of a response service for customer queries related to Symology products and their operation
- Responsibility for assessing customer problems and accurately prioritising any follow-up actions including, where appropriate, co-ordination with the functional / technical experts
- With urgent queries it is expected that you take ownership of the situation, escalating where necessary, and keep the customers / account managers / development fully informed of progress
- Advice and guidance to customers in relation to any technical difficulties which may be experienced in operation of the products, including recovery from operational failure situations
- Answering specific queries regarding the functionality of the Symology products, and the way in which they may be used to fulfill particular objectives.
- Maintenance of customer license records
- Provision of assistance with the Quality Assurance testing of software, before release to customers
- Production of quality product-related material to assist customers in the effective operation of the system
- To ensure that all contact with a customer is recorded in the corporate CRM
- To learn and subsequently maintain the knowledge in the specialist functional areas to which you have been assigned
- To liaise between the Customers and the development team in defining changes to the Symology product range
- Where requested, to assist in the provision of our Managed Services solutions
- To comply with all procedures and processes defined by the Helpdesk Management Team
- On rare occasions to make yourself available for Out of Hours operational work.

We are looking to recruit someone that can make a difference to the efficiency of our operation. We are looking for a person with strong all-round Support skills who is willing to join a progressive forward-thinking company.
- Must have previous experience of working in an Application Support Team
- Must possess strong customer management skills
- Must understand the software delivery lifecyle and the dependencies
- Must Contribute to the team culture and attitude

**Mission Statement**

To understand the Symology product range and then use this knowledge to provide a dependable and effective service to the entire customer base.

Over a period of time, to increase your personal contribution to the company and to develop your potential to its maximum.

**The Company**

Symology Ltd is a software development and services provision company that has seen constant growth over the last few years. We are now looking to recruit a multi skilled specialist to join our existing helpdesk team.

They will be working in a busy department where their skills and knowledge will be in constant demand by all areas of the business. The work will be varied, fast paced and constant - taking in all aspects of our On Premise and Managed Services Software environments.

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

**Salary**: £30,000.00-£33,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Profit sharing
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus
- Yearly bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer support: 3 years (required)

Work Location: Hybrid remote in Bedfordshire, LU1 4AJ