Abnormal Loads Assistant Helpdesk and Data Engineer

1 month ago


Darlington, United Kingdom National Highways Full time

Your new role

Working within our Abnormal Loads team in Darlington, you’ll provide helpdesk support to National Highways stakeholders in the operation and use of the ESDAL system. You’ll assist in supporting data maintenance and upgrade tasks for data held within the ESDAL system. You’ll also provide an interface between user groups and the ESDAL technical team.

What you’ll be leading on

Register new ESDAL users with the Helpdesk and set up user accounts.  Act as first point of contact for ESDAL users and to deal with service enquiries in line with service level agreements and documented processes.  Support a team of Helpdesk Engineers and escalate any complex issues to them.  Liaise with the Technical Support Engineer / ESDAL software team where necessary to resolve user enquiries and provide user input for upgrades and improvements. Maintain data sets within ESDAL to ensure they are kept current, using data sets provided by 3rd parties, under guidance of the Helpdesk Engineers.  Support the delivery of high levels of customer service.  Promote ESDAL to user groups to help grow user numbers. 

To be Successful

Experience of working within a customer service, help desk or call centre environment. Able to communicate effectively with a range of users along with a good telephone manner. Well organised, flexible, and a team player with the ability to operate in a structured team environment. Good analytical skills and ability to manipulate data effectively and efficiently to support stakeholder needs. A thorough and logical approach to problem solving. Reliable and self-motivated with the ability to prioritise and manage own workload

A bit about us

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.


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