Helpdesk Administrator

Description

We’re looking for a Helpdesk Administrator to join our team, reporting to the Operations Manager. This role holds responsibility for supporting the Operations Manager in the delivery of ePermits solutions and helpdesk support through the Alcumus Software ePermits delivery processes.

We operate a hybrid working environment, with some time spent working from home and some time spent in our Stratford-Upon-Avon office working alongside the team.
What that means day to day

Provide excellent helpdesk support through the Delivery Tool following the company support process

Ensure all support tickets are updated and closed within the SLA’s

Provide follow on support ensuring clients are confident, competent ePermits administrators

Manage the tracking and documentation of key client contacts

Support the configuration specialists with Helpdesk tickets

Support the project managers with managing the client feedback tool permissions.

Produce documentation for client training where required

Produce management reports on support levels and customer interaction with Helpdesk

Produce and keep up-to-date internal process documentation

Provide assistance to the Operations Manager to deliver solutions on time

Weekly reporting to Helpdesk Team Leader on current projects and other activities

Monitor quality of work and service always ensuring the highest standards

Ensure excellent communications internally

What you’ll need to be successful

Customer service experience

Troubleshooting skills

Ability to think and operate in a fast-paced environment.

**Excellent time management skills**: ability to prioritise support activities by the impact on client

Excellent communication skills handling support queries confidently and effectively to exceed expectations.

Ability to maintain and develop customer and key stakeholder relationships.

Strong work ethic focused on collaborative teamwork

Ability to manage own workload with confidence

Approachable by both internal and external stakeholders

MS Excel experience (desired)

What you’ll get in return

FOR THE HERE AND NOW - We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you’re physically and mentally unwell.

FOR FUN - You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are) and it’s important to us that everyone contributes to an environment that is positive and full of laughs. We’ve always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.

Sound interesting so far?

**What you can expect if you apply**:
**An interview process consisting of**:
An initial discovery call with the recruiter

A first stage interview via Microsoft Teams

Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
About Alcumus

**Who we are**:
By this point, you’ll likely have decided if the role sounds up your street, but what about Alcumus as an employer?

Time to introduce ourselves

We believe that everyone should be able to go home safely from work every night, so we’ve made it our mission to build risk management solutions that are far beyond simple box ticking exercises, instead embracing new and evolving technology that will support our clients to keep their workforce safe.

We’re a PE backed, high growth business that sets ambitious goals, moves at pace, and fails fast. We believe that if you look after your people, they look after everything else, so we place significant emphasis on providing stretch for personal development. Our growth will be your growth.

We value diversity and work hard to foster a culture where everyone can bring their whole self to work, each and every day. Every one of our people is unique, and that’s what makes Alcumus stronger as a whole.

**What we stand for**:
Our values are the core of our business and fundamental to the way we work. In your role, you will;
Be a team player - working collaboratively and being consciously inclusive with your colleagues

Be brave - sharing your ideas, challenging the status quo, and taking responsibility for the part you play

Know your stuff - continuously developing your skills and expertise, with the support from our many learning offerings

Enjoy the journey - contributing to a positive working environment that enables you and everyone around you to be at their best

Equal Employment Opportunity

If you are contacted for an interview