HelpDesk Agent (Software support)
- Recruiter
- Eudonet UK Limited
- Location
- Newcastle-under-Lyme, Staffordshire
- Salary
- £18,000 - £23,000 per annum DOE
- Posted
- 23 Jul 2019
- Closes
- 16 Aug 2019
- Sectors
- IT, IT Support, Networks & Systems, Project Management
- Contract Type
- Permanent
- Hours
- Full Time
Who we are:
Eudonet UK are part of the Eudonet Group providing high quality software solutions to niche market sectors with an impressive list of high-profile clients. We are seeking a savvy and capable individual to join our vibrant team of skilled and motivated professionals, working at our Newcastle-under-Lyme office where we deliver a highly focused service for the Not-for-Profit sector.
An opportunity has opened up to join the customer HelpDesk team that supports, maintains and enhances the existing proprietary Eudonet UK software applications.
Eudonet UK is a provider of software solutions therefore the HelpDesk agent must have the ability to understand technical issues with software and related environments.
Key Job Responsibilities:
- This role requires the ability to people manage the other HelpDesk agents (currently 1 other)
- Plan the resource available for HelpDesk duties on a daily/weekly/monthly basis
- Optimising the utilisation of the staff being made available for HelpDesk duties
- Utilising the company HelpDesk systems:
- Assigning & Re-assigning tasks (tickets) to all HelpDesk staff
- Prioritising & Re-prioritising ticket for all HelpDesk staff
- Monitoring ticket progress for all HelpDesk staff
- Monitoring performance of HelpDesk team
- Monitoring quality of the work of the HelpDesk team
- Mentoring trainee HelpDesk team members
- Ensuring customer requests for HelpDesk services are logged, scheduled and actioned by the HelpDesk team
- Ensuring customer feedback on HelpDesk tickets are recorded and appropriate actions taken
- Liaise with other team leaders, senior management, customers and 3rd parties.
- Optimising the utilisation of the staff being made available for HelpDesk duties
- Answering HelpDesk calls and logging HelpDesk tickets accordingly.
- Once familiar with the software applications you will endeavour to personally address "How to do" requests and action straightforward or known issues.
- Ratifying and clarifying HelpDesk requests before assigning to HelpDesk team members.
- Creating and maintaining HelpDesk procedures documentation.
- Identifying and implementing improvements to HelpDesk systems and procedures.
Preferred Skills:
- Outstanding organisational skills
- Strong communication skills
- At ease making & taking telephone calls from all levels of users with a broad range of issues and urgency
- You will have a high standard of written and verbal English to communicate with all levels of users
- Excellent attention to detail
- Outlook, Word and Excel
- Ability to juggle priorities
- Good recollection skills
- Numeracy skills & basic financial system understanding of how transactions work (invoices, credit notes etc)
- Database Query writing & Report Writing would be an advantage (but not essential).
Personal Attributes:
- Organised
- Passionate
- Driven
- Professional
- Ability to relate to people at all levels.
- Flexible
- Lead by example
- Trustworthy
Remuneration and benefits:
- Annual basic salary: £TBA (subject to experience)
- Hours of work: 7½ hours per day, 9:00am to 17:30pm (core hours), 5 days per week (Monday to Friday).
- Bonus Schemes: Microsoft Certificated Professional (MCP) Bonus scheme.
- Holidays: 21 Holidays per year plus statutory holidays (currently 8 days).
If you don’t have all the skill sets required, but have the majority of them and have the enthusiasm and motivation to learn then please apply for the role including a cover letter and your current CV.
Closing date for application is 5pm Friday 9th August 2019.
No Agencies please.
Apply to recruitment@eudonet.co.uk enclosing your CV.
Closing date for application is 5pm Friday 12th July 2019.
The small print: If you are not a UK national or an European Economic Area (EEA) national then you must have permanent UK residency or a work permit/work visa which is valid for more than 3 years. Do not apply if you only have a Post Study Work Visa (PSW). Eudonet UK are not offering a Sponsor work opportunity and Eudonet UK does not hold a UKBA Sponsor licence.