Helpdesk Support Agent
2 weeks ago
Helpdesk Support Agent
Location: Milton Keynes
Pay rate: £12.50 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**:
We require a trustworthy support individual with excellent communication skills to work through support issues with examiners over the phone to a conclusion.
*To problem solve and advise on issues arising. Note: Calls received will be of a technical nature, related to e-Marker software and its ability to function on examiner's home computer, Wi-Fi set up. No prior knowledge of e-Marker software is required.
*An understand of how computers function and communicate i.e. Operating systems 10 (an advantage to know 8.1 & 11), Windows programs, files/folders, security updates, firewalls and anti-virus mechanisms, internet & Wi-Fi communication.
*An understanding of thin client (Cloud) computing.
KEY RESPONSIBILITIES OF THE JOB
- To record incoming requests into a support database
- Prioritise the support work based upon urgency and impact
- Contact and maintain communication with the client - timely updates on outstanding issues
- Drive to solve open calls, escalate and chase for outcomes from other Departments
- Maintain the support database with your actions, outcomes and resolutions
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