FIRST LINE TECHNICAL SUPPORT (COMMS)

FIRST LINE TECHNICAL SUPPORT (COMMS)

Higher Ed Partners (UK) LTD – We are hiring a service desk Analyst (Comms) to support our central Brighton SUSSEX contact centre. The First Line Service Desk Specialist is a new role that will sit within the business part of the Business and Retentions Team within the business user functions. This is a critical role that will equally improve both the ‘First Line of Defense’ (FLOD) and the internal business communication experience with a view to: Remove the administrative burden from business users enabling the salesforce to focus on true value add and client engagement. 

FIRST LINE TECHNICAL SUPPORT (COMMS) Job Details:

• Hybrid Role.
• Permanent Contract of Employment.
• Monday to Friday 9.00AM to 5.30PM.
• £35,000.00PA.
• PAYE

FIRST LINE TECHNICAL SUPPORT (COMMS) Key Responsibilities:

• Manage the service desk tickets on a day-to-day basis and prioritise tickets with our stakeholders and assign work to the relevant internal and external teams for resolution.
• To provide and deliver a comprehensive multi-tiered user and technical support service for call centre and wider HEP staff through face-to-face, telephone and email enquiries. 
• To plan, design and deliver training for staff on all business systems, including responsibility for producing training materials in a variety of formats.
• To support and/or coordinate projects to improve service delivery, business processes and system adoption.
• Handle all basic administrative functions for Higher Ed Partners platforms including user account maintenance, reports and dashboards, workflows, and other routine tasks
• Act as the liaison between our users and our vendors.
• Setting up accounts for staff, ensuring that they know how to log in with MFA
• Manage operational requests and reporting requirements for end users.
• To supply reports and statistics as required by senior managers, particularly in support of Service Level Agreements, KPIs or other quality assurance initiatives. 

FIRST LINE TECHNICAL SUPPORT (COMMS) Knowledge/Experience:

 

• Track record of driving large-scale technical projects (Automation Improvements, CX implementations, software development)
• Prior experience with high-value sales nurturing processes 
• Expertise in developing architecture strategies to optimize all fronts (application, infrastructure, network, data.
• Experience in scaling technology capability and leading high-performing teams across multiple geographies
• Fluency in English
• Global experience highly desired
• Able to navigate independently in fluid and ambiguous situations
• Agile at decision making
• Experience in Higher Education or Educational setting preferred
• Data Mindset

Technologies we use:

Salesforce, RD Station, Automation Anywhere, Box, Files.com (SFTP), Canvas (LMS), Site Improve, WordPress, WP-Engine, Google Analytics, New Voice Media, Slack, Zapier, Zoom and Office365.

Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

To apply please email your CV to careers@higheredpartners.co.uk

Or call the HEP (UK) Talent Acquisition Team on 07828 983 385