HelpDesk Agent (Software support)

Newcastle-under-Lyme, Staffordshire
£18,000 - £23,000 per annum DOE
23 Jul 2019
16 Aug 2019
Contract Type
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 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.