Help Desk Support - Ellesmere Port, United Kingdom - 3R Consulting

3R Consulting

Verified Company

Ellesmere Port, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Helpdesk Support (First Line)

Salary:
Up to £27,000

Hours of Work:
Monday - Friday

Shift Pattern:08:00 - 16:30, 09:00 - 17:30, 10:30 - 19:00

Benefits:

Social Events, Enhanced Annual Leave, Enhanced Pension Contribution and many more

Based in Ellesmere Port, my client is looking for an experienced First Line Helpdesk Support colleague to provide a quality service in software support to clients, as well as internal teams.

The First Line Helpdesk Support colleague will be responsible for test plans, system releases and coordinating bug fixes as well as making sure systems are running flawlessly.

Responsibilities

Deliver quality system updates and improvements through comprehensive QA testing.
Be the initial point of contact for clients when they require any systems assistance.
Investigate queries from clients during their usage of the systems.
Investigate technical queries and problems, including JSON and XML files.
Triage to the relevant departments if unable to answer a query or provide a fix.
Answer any general questions from clients about products.
Gain an understanding of the client's business, and how they use the products and services.
Follow issues through to resolution, liaising with various departments when required.
Communicate updates, answers, and fixes to clients as and when required.
Investigate and escalate any reports of outages and down time.
Assist in the UAT of new functionality, fixes, and version upgrades.
Produce user guides, deliver training, look to increase online documentation and selfhelp system usage.

Skills You Need

Deliver a professional service to clients.
Attend and contribute to team/departmental/company meetings.
Compile accurate reports as required.
Acknowledge correspondence within set SLAs.
Maintain systems to ensure quality control.
Strive to continuously improve the quality of information.
Aim to selflearn and develop skills and understanding of industry practices, procedures, and policies.
Comfortable reading XML requests and responses (desirable).
Commercially astute and have a strong customer service ethic.
Knowledge of Microsoft Office (Outlook, Excel & Word).
High levels of accuracy.
Prioritising and timemanagement.

KEYWORDS:
Helpdesk Support, First Line, JSON, XML, Test Plans, Systems, bug fixes

Job Types:
Full-time, Permanent

Salary:
Up to £27,000.00 per year

Benefits: