Technical Helpdesk Support
2 days ago
Position: Technical Helpdesk Support
Location: Ellesmere Port
Hours: Monday-Friday Days
**Salary**: £22,000 - £25,000 PA DOE + Bonus and Benefits
My client is currently looking for a Technical Helpdesk Support Assistant to join their team in Ellesmere Port. You will be a gateway between client facing brands and their development companies. Responsible for coordinating bug fixes, test plans, systemreleases; they ensure both their bespoke systems and integration's are running seamlessly.
The role:
The core focus of this role will be to work within a Level 1 Help Desk (Software support), providing quality service to our client and customers, as well as other teams within the business internally.
About the role:
- Deliver high quality System updates and enhancements through detailed QA testing
- Be the first point of contact for customers when they require any systems assistance
- Investigate queries from customers during their usage of our systems, XML and JSON files
- Investigate fare and pricing related queries
- Triage issues to the relevant department if we are unable to answer a query or provide a fix ourselves
- Understand customer businesses and how they use our products
- Follow issues through to resolution in conjunction with various departments
- Communicate updates, answers and fixes to customers as required
- Investigate and escalate any reports of outages and down time
- Liaise with system development teams, product owners and other relevant teams
- Contribute to knowledge base comments and articles to further internal and external knowledge transfer
**Skills**:
- Be a committed, enthusiastic, and supportive team member
- Be aware of company's goals and aims and strive to achieve at every opportunity
- Deliver an efficient and professional service to internal and external customers
- Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings
- Compile accurate business letters/reports as required
- Acknowledge correspondence within set standards and timescales
- Assist other departments when and where necessary to ensure business continuity and minimum standard performance
- Maintain systems to ensure quality control
- Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the business
- Commercially astute with a strong customer service ethic
- Knowledge of Outlook, Excel & Word
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