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A 1st Line Support / IT Helpdesk Position Has Arisen At Our Client's Friendly And Vibrant Team Based In Borehamwood.
Our Client Is An Education Company, Building And Facilitating Vibrant, Connected Learning Communities. They Provide High Quality, E-learning Solutions And Services Which Help Schools To Raise Standards And Progress Their Journey Towards Transformation.
Within This 1st Line Support / IT Helpdesk Role You Will Be Responsible For The Smooth Running Of The I.T Helpdesk, Responding To All Incoming Calls And Helping To Resolve All Queries And Customer Issues That May Arise, Effectively, Efficiently And With A Smile.
DUTIES
As 1st Line Support / IT Helpdesk Your Duties Will Include:
* Providing Excellent Customer Support, Responding To Helpdesk Requests And Logging These Calls In The Customer Service System Following IT Processes
* Closing All Calls First Time - If They Can't, Escalate To Appropriate Teams And Keep Track Of Calls And Keep Customer Appraised On The Status
* Managing Customer Interactions In A Positive And Responsive Manner
* Investigating And Proactively Seeking Solutions To Helpdesk Calls
* Escalating Any Customer Services Related Issues To The Service Desk Supervisor/Manager
* Creating And Developing Support Materials For The Company And Customers Within The Corporate Guidelines
* Working With The Web Design And Technical Staff To Support Product Enhancements I.e. Development Testing, Template Design
* Assisting With Web Site Maintenance, Content Authoring And SharePoint Site Development
* Undertaking All Tasks In Line With The IT Processes And Company Operating Procedures
* Keeping Track Of All Open Calls; Prioritise To Meet SLAs/KPI
* Frequently Notifying Customers On Status Of Calls Via Email Or Phone Call
SKILLS & EXPERIENCE
* Excellent Software Application Skills, Especially Microsoft Office Suite And Helpdesk Software
* Sound Understanding Of IT Management Processes
* Excellent People Skills, Customer Focused
* Excellent Standard Of Written & Spoken English
* Flexible Approach To Role, With The Ability To Adapt And React To Business Needs
* Able To Work Collaboratively With Others In The Company
* Conscientious And Good Sense Of Humour
* Excellent Time Keeping
Desirable
* IT Based Qualification
* Advantageous To Have Microsoft SharePoint 2007 And 2010 Experience
* Advantageous To Have Active Directory And Exchange 2003 And 2010 Experience
* Basic Html Knowledge And Experience
* Basic CSS Knowledge And Knowledge Of Coding Languages.
* To Have Work Experience Within An Educational Context
* A Desire To Develop Technical Application And Web Design Skills For SharePoint Services
This Is A Great Opportunity To Join This Successful Private Equity Backed Company - They Are Dynamic And Rapidly Growing And The Possibilities Here Are Endless.
This Is A Monday To Friday Position And In Return For Your Hard Work You Will Receive A Basic Salary Of Between 20K- 25K Depending On Experience.
HOW TO APPLY:
Please Note That In Accordance With Hot Recruitment Consultants Recruitment And Consultancy Processes, If You Are Shortlisted Your CV May Be Sent To The Hiring Manager At Our Clients' Business And By Applying For This Position You Give Your Consent For Us To Do So.
Applications Will Only Be Considered If We Are Provided With A Full CV Detailing Your Recent Work Experience In A Similar Capacity With Dates Of Employment And Ensure Your Contact Numbers And Residential Address Details Are On Your CV.
You Must Have Eligibility To Work In The UK And A Full Valid UK Driving Licence. Please Note, Only Suitable Applicants Will Be Contacted And Incomplete CVs Will Not Be Considered.
We Look Forward To Hearing From You!
Our Client Is An Education Company, Building And Facilitating Vibrant, Connected Learning Communities. They Provide High Quality, E-learning Solutions And Services Which Help Schools To Raise Standards And Progress Their Journey Towards Transformation.
Within This 1st Line Support / IT Helpdesk Role You Will Be Responsible For The Smooth Running Of The I.T Helpdesk, Responding To All Incoming Calls And Helping To Resolve All Queries And Customer Issues That May Arise, Effectively, Efficiently And With A Smile.
DUTIES
As 1st Line Support / IT Helpdesk Your Duties Will Include:
* Providing Excellent Customer Support, Responding To Helpdesk Requests And Logging These Calls In The Customer Service System Following IT Processes
* Closing All Calls First Time - If They Can't, Escalate To Appropriate Teams And Keep Track Of Calls And Keep Customer Appraised On The Status
* Managing Customer Interactions In A Positive And Responsive Manner
* Investigating And Proactively Seeking Solutions To Helpdesk Calls
* Escalating Any Customer Services Related Issues To The Service Desk Supervisor/Manager
* Creating And Developing Support Materials For The Company And Customers Within The Corporate Guidelines
* Working With The Web Design And Technical Staff To Support Product Enhancements I.e. Development Testing, Template Design
* Assisting With Web Site Maintenance, Content Authoring And SharePoint Site Development
* Undertaking All Tasks In Line With The IT Processes And Company Operating Procedures
* Keeping Track Of All Open Calls; Prioritise To Meet SLAs/KPI
* Frequently Notifying Customers On Status Of Calls Via Email Or Phone Call
SKILLS & EXPERIENCE
* Excellent Software Application Skills, Especially Microsoft Office Suite And Helpdesk Software
* Sound Understanding Of IT Management Processes
* Excellent People Skills, Customer Focused
* Excellent Standard Of Written & Spoken English
* Flexible Approach To Role, With The Ability To Adapt And React To Business Needs
* Able To Work Collaboratively With Others In The Company
* Conscientious And Good Sense Of Humour
* Excellent Time Keeping
Desirable
* IT Based Qualification
* Advantageous To Have Microsoft SharePoint 2007 And 2010 Experience
* Advantageous To Have Active Directory And Exchange 2003 And 2010 Experience
* Basic Html Knowledge And Experience
* Basic CSS Knowledge And Knowledge Of Coding Languages.
* To Have Work Experience Within An Educational Context
* A Desire To Develop Technical Application And Web Design Skills For SharePoint Services
This Is A Great Opportunity To Join This Successful Private Equity Backed Company - They Are Dynamic And Rapidly Growing And The Possibilities Here Are Endless.
This Is A Monday To Friday Position And In Return For Your Hard Work You Will Receive A Basic Salary Of Between 20K- 25K Depending On Experience.
HOW TO APPLY:
Please Note That In Accordance With Hot Recruitment Consultants Recruitment And Consultancy Processes, If You Are Shortlisted Your CV May Be Sent To The Hiring Manager At Our Clients' Business And By Applying For This Position You Give Your Consent For Us To Do So.
Applications Will Only Be Considered If We Are Provided With A Full CV Detailing Your Recent Work Experience In A Similar Capacity With Dates Of Employment And Ensure Your Contact Numbers And Residential Address Details Are On Your CV.
You Must Have Eligibility To Work In The UK And A Full Valid UK Driving Licence. Please Note, Only Suitable Applicants Will Be Contacted And Incomplete CVs Will Not Be Considered.
We Look Forward To Hearing From You!