IT Service Desk Representative

iAM Compliant

Location: Chester / Bath / Remote

**Salary**: Negotiable - Approx. £30k to £35k

IT Service Desk Support Representative

**Purpose**: _An IT Service Desk is a professional team who provides technical support and assistance to customers, virtually or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any technology they may be having trouble with _

**About the group.**
iAM is the parent company of iAM Learning and iAM Compliant.

iAM Compliant is a web-based (SaaS) scalable safety management tool, specifically designed to help you with everyday health and safety compliance, reporting, eLearning and more. You can create regular tasks, assign jobs, produce reports, and even prevent potential issues happening before they occur.

We make incredible animated eLearning that's engaging, memorable and is proven to drive behavioural change and get results. With stunning broadcast quality animation, engaging content all wrapped up in a user friendly UX, we offer the very best eLearning content in the world. Plus, we make workplace learning fun again

**POSITION IN ORGANISATION**

Reports To: Chief Operating Officer / Onboarding Manager (TBC)

Responsible For: IT Support & IT Help Desk for iAM Compliant

**MAIN PURPOSE AND SCOPE OF THE JOB**

Working with the wider operational teams (customer delight, account management and onboarding) the aim is to oversee and manage (both proactively and reactively) the day-to-day problems, errors and issues that customers encounter when using our SaaS products. This role will need to balance working with other HelpDesk resources, but also have an ability to jump in and provide hands on technical advice based on product knowledge and prior technology experience.

**There are a few basic MUST HAVE's: -**
- A strong understanding - or at least appetite - to get stuck into Excel. A huge part of this role is going to be about navigating your way through various Excel spreadsheets (some our templates, but also many from schools in all sorts of shape, styles and sizes)
- You’ll need to be comfortable reworking Excel spreadsheets to allow our systems to read the data and bring it into iAM to become part of the customers dataset
- Tech savvy, preferable self-declared geek, who understands technology, systems and knows their APIs, from their SSO (elbows)
- Tech savvy doesn’t mean you aren’t also comfortable getting in front of our customers and with a cool-temper, running through that technical solution one more time
- Experience in the IT / Service Desk space, either as a Service Desk Rep or as an IT Support Engineer looking for that next step in their career
- Whilst we don’t expect you to know our technology - qualifications like IT or Computer Science will go a long way in this role
- Not a must have, but if you’ve operated in EdTech, then that’s a real bonus too

**To summarise the key responsibilities for this business-critical role: -**
- Support onboarding and post-onboarding, such as helping customers upload CSV files, condition data reports - all of which come in some weird and wonderful Excel formats
- Ensure the function serves as the first point of contact for customers seeking technical assistance through a variety of channels
- Working in conjunction with other customer facing roles (including first line support, customer delight and account management) to address customer queries
- Performing remote troubleshooting through diagnostic techniques and questioning
- Be the technical expert for customers, supporting them with accurate information on our products and services (this would also include deeper setups such as SSO)
- Supporting the management and maintenance of our knowledge base to support customers to self-serve for common issues
- Determine the best solution based on the issues and details provided by customers - ensure these are also resolved, but also fed into our technology roadmap via Product Management
- Understand the customer journey - through multiple channels (possibly omni-channel) - and ensure it supports the customers’ ability to problem solve technical issues
- Record, track, spot trends and report on common issues
- Identity and suggest improvements to our products, processes and systems
- Provide additional support to the wider support function as needed e.g. covering holiday, helping with peak work demands (this could include iAM Learning)

**Skills & Abilities: -**

Questioning / Diagnosing

Communication

Problem Solving

Customer Orientated

Able to diagnose issues through appropriate questioning, to get beyond the peripheral issues to the root cause

We’re really looking for someone who is confident at communicating externally and internally

Able to try out different solutions and to have the knowledge and experience to work through scenarios to a full solution

Somebody whose favourite part of the job is talking to customers, helping them solve their pro