HelpDesk Agent (Software support)

Location
Newcastle-under-Lyme, Staffordshire
Salary
£18,000 - £23,000 per annum DOE
Posted
23 Jul 2019
Closes
16 Aug 2019
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.