Help Desk Support

2 weeks ago

Eastleigh, United Kingdom RioMed Limited Full time

**CONTEXT AND PURPOSE OF THE JOB**

Helpdesk Support staff are responsible for providing exceptional customer support to our users, primarily focusing on our specialised healthcare software, Cellma. The position involves troubleshooting and resolving IT issues, offering insightful guidance, and ensuring a seamless user experience. With a strong emphasis on problem-solving and communication, Helpdesk Support plays a key role in maintaining operational efficiency and contributing to the overall success of our Customer Service Team.

**MAIN RESPONSIBILITIES**
- Respond to customer enquiries and technical issues, providing prompt and professional assistance to resolve and minimise client service issues
- Accurately document all support requests, actions taken, and resolutions in the company’s ticketing system.
- Efficiently manage ticket allocations from creation through to close, within SLAs and KPIs.
- Ensure confidentiality of sensitive and proprietary information; adheres to company security policies.
- Become proficient in RioMed's healthcare software and keep up to date with changes.
- Engage with clients through screen shares and remote meetings to gather and share information relating to ticket resolution. Assist in internal and external training on our software system Cellma.
- Maintain high standards of customer service at all times.

**REQUIREMENTS**
- Proven experience in a helpdesk or customer service role.
- Excellent verbal and written communication skills, strong problem-solving abilities, and a customer-centric attitude.
- Ability to manage multiple tasks, prioritize effectively, and work efficiently under pressure
- Ability to work collaboratively with colleagues and contribute to a positive team environment.

**BENEFITS**
- 12 Paid Training Days
- Opportunities for career development and progression
- Paid Vacation Days
- **This serves as a guide to your role, outlining your primary responsibilities. You may be occasionally called upon to fulfil other duties aligned with your position as needed.**_

**Job Types**: Full-time, Permanent

Pay: £20,000.00-£24,000.00 per year

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

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