Senior Help Desk Officer

2 weeks ago

London, United Kingdom Camms Full time

With integrated solutions in risk, strategy, projects and people Camms software solutions helps businesses make the right decisions, manage risks, align the talents of their organisation, allowing leaders to focus on what matters.

Founded in Australia in 1996, Camms have tens of thousands of users across five continents, with offices in the UK, North America, Australia, New Zealand and Asia. Camms solutions help make our communities safer and secure while helping enterprises and government sector organisations to spend money on things that matter. We thrive on watching our clients achieve results - and we also push ourselves to continue to grow and improve.

The Senior Help Desk Officer is responsible for overseeing the day-to-day activities of the UK/EMEA Help Desk Function. The role will be accountable for driving the commercial success and achievement of the Camms clients SLA and metrics by addressing clients needs and concerns in a timely manner, whilst ensuing the customer value is maintained.

**Responsibilities**
- Ensure that communication to key stakeholders is provided in a concise and timely manner.
- Manage day-to-day operations of the Help Desk, including:

- Keeping clients up to date with resolution efforts on current incidents.
- Oversee all requests, incidents, and problems.
- Manage and coordinate urgent and complicated issues.
- Coordinate support desk requests against SLA’s and/or agreed metrics.
- Track and analyse trends in Help Desk requests and generate statistical reports.
- Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.
- Oversee development and distribution of help sheets, usage guides and FAQs for internal stakeholders.
- Liaise with and coordinate with suppliers for purchasing, repairs and maintenance.
- Intervention and retention of “at risk” Customers where required.
- Ownership of Camms customer support service standards in the UK.

**Required Knowledge, Skills, Education, Abilities**:

- Minimum of 3 years of applicable experience in a Help Desk management role and dealing with investigation and monitoring of disputed customers and customer complaints.
- Appropriate degree and/or industry qualifications and certifications.
- Experience tracking relevant KPIs (e.g. customer satisfaction).
- Strong communication, presentation, and relationship management skills.
- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.

Having recently been recognized on the Forrester Wave **Governance, Risk and Compliance** Report as a _“strong performer” _Camms is the organization to join if you are looking to become part of a successful SaaS growth journey.

**Application process**

We are excited about our continuous growth and invite you to be involved. To learn more about our organization and the many Camms' success stories please put forward your CV today.

**Job Type**:Full-time

**Salary**:£35,000.00-£45,000.00 per year

**Experience**:

- Customer service (required)
- Experience supporting SaaS software (required)

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

**Salary**: £35,000.00-£45,000.00 per year

**Benefits**:

- Flexitime

Schedule:

- Flexitime
- Monday to Friday

**Experience**:

- SaaS software help desk (preferred)

Work Location: In person

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