Helpdesk Support

6 days ago

Ellesmere Port, United Kingdom The Business Connection Full time

Helpdesk Support We are delighted to be working alongside this exciting and expanding situated on the Wirral, who are looking for a Helpdesk Support to work within a Level 1 Helpdesk Software Support department, providing a professional and quality service to trade customers,as well as teams within the business. Hours of Work: Monday - Friday on a rota basis between the hours of 08:00 - 16:30, 09:00 - 17:30 and 10:30 - 19:00. **Salary**: £22,000 - £25,000 DOE + bonus and additional benefits. Benefits: A company pension scheme, hybrid working, enhanced annual leave, an onsite gym and free parking, and many more Full training will be provided. **Key Responsibilities**: - Be the first point of contact when clients or colleagues require assistance. - Investigate queries from customers during their usage of the systems. - Investigate technical queries and problems. - Investigate pricing related queries. - Answer any general questions about the products. - Understand customer businesses and how they use the products. - Investigate and escalate any reports of outages and down time. - Assist in User Acceptance Testing (UAT) of new functionality, fixes, and version upgrades. - 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. - Document processes and FAQs. - Produce user guides & deliver training. - Investigate all queries to see if we can provide a solution. - Triage issues to the relevant department if we are unable to answer a query. - Follow issues through to resolution in conjunction with various departments. - Communicate updates, answers and fixes to customers as required. - To carry out User Acceptance Testing plans created as required. - Suggest practical improvements to processes. - Look to increase online documentation and self-help system usage. **Requirements**: - Be a committed, enthusiastic, and supportive team member. - Be aware of company and teams’ goals, aims and SLA’s and strive to achieve at every opportunity. - Attend and contribute to team meetings or any relevant departmental/company meetings. - Assist other departments when and where necessary to ensure business continuity and minimum standard performance. - Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the product. - Aim to "self-learn / develop" skills and understanding of industry practices, procedures and policies that would impact on the team. - Commercially astute with a strong customer service ethic. - High levels of accuracy. - Prioritising and time-management. Keywords: Helpdesk, Customers, Assistance, Testing, Software Support, Customer Service Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and consideredfor all future vacancies. We are acting on behalf of the client as an Employment Agency in relation to this vacancy. We are an equal opportunities agency and welcome applicants from all backgrounds.

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