Helpdesk, Support and Training Coordinator - London, United Kingdom - WaterAid

WaterAid

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job description

Helpdesk, Support and Training Coordinator

Contract: 18 Months Fixed Term Contract, Full Time

Salary:
£37,130 - £38,986 with excellent benefits.

Location:
London, UK

About WaterAid:

Want to use your skills in managing helpdesk systems and providing database support to play a vital role in making clean water, decent toilets and good hygiene normal for everyone everywhere?

Join WaterAid as our Helpdesk, Support and Training Coordinator to change normal for millions of people so they can unlock their potential, break free from poverty and change their lives for good.

On top of that you'll be joining a 2020 Great Place to Work award-winning organisation.

About the Team:

The WaterAid Application Services Team is part of the Performance, Insight and Innovation Department and is responsible for the day-to-day running of WaterAid's CRM and data integration systems.

These critical systems are responsible for supporting the entirety of WaterAid UK's voluntary income and associated activity. The team also provides support to the wider federation advising on best practice for data collection, storage and use.

About the Role:

In this role you will manage the FreshService ticketing system where all bugs, issues and work requests are recorded, triaged, referred to colleagues and ultimately resolved.

You will configure and improve this system, analysing the types of issues recorded in order to provide quicker resolutions or make recommendations for additional user support or training.

The Helpdesk, Support and Training Coordinator role is vital in ensuring the smooth operation of the Application Services Team by effectively managing administrative tickets, providing support, and identifying training needs.

As the primary point of contact for support requests via the Data Support service desk, the role holder will play a key role in resolving issues and facilitating knowledge transfer within the organisation.

The role holder will also undertake the maintenance of any training documentation as and when required as functionality changes within the CRM or a need for support is noted.

You'll also:

Coordinating activity with other teams on upcoming projects and campaigns and briefing the Application Services team as necessary.
Coordinating with colleagues in fundraising and finance the setup of new reporting and financial codes.
Collaborate with the Application Services team to address user knowledge gaps through targeted support or training interventions.
Analyse user tickets and queries to identify trends and common knowledge gaps within the user base.
Proactively report these trends to the Application Services team to inform training and support strategies
Assist with the import of data files into the CRM System from various agencies, ensuring the data is loaded in a timely manner and any issues are resolved and fed back.
Maintain training documentation, updating it as required when there are changes in CRM functionality or identified support needs.

About You:

You will have experience of working in a similar role, managing a similar system in an IT or technical environment.

You will be IT and data literate with experience of providing support to end users

To be successful, you'll need:

Strong organisational skills with the ability to prioritise and manage multiple tasks effectively.
Excellent problemsolving abilities to address user queries and issues efficiently.
Strong communication and interpersonal skills to interact with users at all levels of technical proficiency.
Analytical mindset to identify trends and patterns in user support requests.
Proficiency in maintaining documentation and training materials.
Familiarity with CRM systems and their functionalities.

Our Benefits:

36 days' holiday (including 8 Bank Holidays)
Option to buy an extra 5 days annual leave
We offer a generous pension plan with employer contribution of up to 10%
Wide range of flexible and agileworking arrangement
Season Ticket Loan
Free annual eye tests
Pay as You Give charitable giving scheme
Enhanced Maternity and Adoption/Surrogacy pay, Shared Parental Leave and Paternity Leave
Sabbaticals
Volunteer Day

Our Commitment

An inclusive workplace:

We are committed to being an organisation where everyone is included, respected, and empowered to be their best.

We represent and celebrate our staff, partners and everyone we work with, and create a culture where everyone can reach their full potential.

Equal opportunities:

Safeguarding:

We are also committed to protecting everyone we come into contact with.

We have a zero-tolerance approach to abuse of power, privilege or trust across our global work, and any form of inappropriate behaviour, discrimination, abuse, bullying, harassment, or exploitation.

Safeguarding the people and communities we work with, our staff, volunteers and anyone working on our behalf is