Helpdesk Support

**Role**: Helpdesk Support (Training Provided)

**Salary**: £21.5k + 5-10% bonus

**Benefits**: Pension, PMI, Income Protection, Life Insurance & more

**Location**: Tyne & Wear, Sunderland (on site)

**Are you a natural problem solver who enjoys delighting customers and want to work for a cutting edge software company that is dedicated to helping people to live healthier, longer lives?**

Whether you have previous IT/Software Application Support experience or have a passion for IT or Software and are keen to establish a career within IT - this could be the role for you

What we need here is the right vibe as training will be provided You will be naturally curious and able to engage with customers over the phone, understanding and resolving technical issues on software and escalate complicated fixes to more Technical Teams.

**Required**:

- Customer support focus with excellent verbal and written communication skills
- Hands on approach and willingness to learn
- Previous IT / Software Application Support experience is preferred but not essential

**Responsibilities**:

- Remotely monitor the company's software installed on internal data centres, external data centres and GP practices
- Provide technical guidance and training as necessary to customers
- Raise incidents for failures and errors found during monitoring and other support duties to successfully resolve these, which may include escalation where necessary
- Raise incidents with third party suppliers including clinical system providers, you will own and progress these incidents to resolution
- Report progress of incidents daily with customers
- Plan and organise resolution, installation, upgrades, reinstallation and project completion activities with the customer and GP practices
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Lead or take part in regular telephone conferences with customers addressing issues raised and record these using smart sheets
- Participate in the support handover of new projects/products from the Development Team
- Provide input to specifications for software solutions, workarounds, new products, support tools and other software products and services.

From time to time, you may be expected to provide on-site support for new projects and installations - this will give you the opportunity to get stuck in and develop your hands on support skills.

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