Technical Helpdesk Professional

1 day ago

Chelmsford, Essex, United Kingdom Eurobase People Full time
About the Role:

We are seeking a skilled and motivated Client-Facing Resolution Expert to join our team and contribute to delivering high-quality support services to our global clients.

This is an exciting opportunity to work in a fast-paced environment, collaborating with peers and other colleagues to ensure excellent client satisfaction through direct support and problem resolution.

The primary goal is to respond quickly, communicate effectively, investigate various issues, and promptly resolve or escalate them, while also being involved in the delivery of change requests.

This role provides an excellent starting point for career growth, offering exposure to a range of global insurance and banking clients, technologies, and different types of work within Eurobase; with potential to progress along either business or technical career paths.

Key Responsibilities:

  • Triage and investigate a wide range of business and technical incidents and requests, to either resolve them or to understand what the next steps are.
  • Gather the appropriate diagnostic data for the different types of issues.
  • Provide professional, clear, and timely communication with clients and internal staff alike, both in writing and verbally.
  • Comply with contracted support terms, including meeting SLAs and ensuring that the support provided is within the support scope.
  • Contribute to the knowledge base with articles for common problems.
  • Ensure the majority of your time is on chargeable client activities, with most of the rest of the time being used for day-to-day operational and continual improvement activities.
  • Attempt to replicate issues internally so they can be debugged by other team members.
  • Collaborate with other teams as required by the tasks at hand, including Technical Services in the support of Azure hosted environments.
  • Work with third parties in our support of clients, including providers of business intelligence tools and hosted services.
  • Test a range of fixes and code changes.
  • Manage tickets to meet resolution SLAs and reduce the unresolved ticket backlog.
  • Gather ticket data, analyse trends, and share findings. A pro-active approach is welcomed.
  • Gather SLA data, produce reports, analyse root causes of failures, and propose improvements.
  • Ensure continuous improvement of role and development of self.
  • Seek to continuously improve the quality and value of outputs by working with key colleagues.

Salary Range: £40,000 - £60,000 per annum, dependent on experience and qualifications.

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