Helpdesk Support Advisor

Job Specification

Position: Helpdesk Support Advisor

Location: Ellesmere Port

Hours: Monday-Friday between 8am-7pm on a rota basis

Salary: £25,000-£28,000 PA DOE + Company Bonus and Benefits

Contract: Permanent

HRGO are currently seeking a Helpdesk Support Advisor to join their established client in Ellesmere Port. You will join a busy Level 1 Help Desk (Software support) team providing quality service to customers as well as other teams within the business internally. This will involve being the gateway between client facing brands and their development company. Responsible for coordinating bug fixes, test plans, system releases; they ensure both our bespoke systems and integration’s are running seamlessly.

Duties:

• Provide helpdesk support and be recognised as a subject matter expert on internal systems and systems.
• Deliver high quality System updates and enhancements through detailed QA testing.
• Ensure products, applications and Systems are working as expected.
• Be the first point of contact for customers when they require any systems assistance.
• Investigate queries from customers during their usage of our systems.
• Investigate technical queries and problems, including working with XML and JSON files.
• Triage issues to the relevant department if we are unable to answer a query or provide a fix ourselves.
• Follow issues through to resolution in conjunction with various departments.
• Communicate updates, answers and fixes to customers as required.
• Investigate and escalate any reports of outages and down time.
• Assist in User Acceptance Testing (UAT) of new functionality, fixes, and version upgrades.
• Liaise with system development teams, product owners and other relevant teams.
• Contribute to knowledge base comments and articles to further internal and external knowledge transfer.
• Look to increase online documentation and self-help system usage.
• Produce user guides and deliver basic training.

Qualifications/Knowledge/Skills/Experience:

• Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings.
• Compile accurate business letters/reports as required.
• Acknowledge correspondence within set standards and timescales.
• Maintain systems to ensure quality control.
• Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the business.
• Aim to "self-learn / develop" skills and understanding of industry practices, procedures and policies that would impact on company.
• Comfortable reading XML requests and responses (desirable, but training will be provided).
• Commercially astute with a strong customer service ethic.
• Knowledge of Outlook, Excel & Word.
• High levels of accuracy.

Please call Nicola at HR GO recruitment for more information on 0151 3471110 or email nicola.evans@hrgo.co.uk