1st Line Help Desk Support Analyst

Location: Surrey

Business:

The company is a market leading financial services software house providing web based front and back office solution for Banks, Building Societies, Independent Financial Advisers (IFAs) and Mortgage Advisers.

Salary:

Range from £22,000 to £25,000 (dependent on experience and skill set) plus discretionary bonus and benefits.

Role:

The role is working within the Support Team providing software support and basic training to IFAs and Mortgage brokers.

THIS IS NOT A MICROSOFT NETWORK/DOMAIN ADMINISTRATION OR HARDWARE SUPPORT ROLE.

Key Tasks:

• Help desk support – answering support calls from clients and processing support emails.
• Logging calls on internal system, using own initiative and taking ownership of queries.
• Investigating and resolving queries where possible or escalating them to the 2nd line support team where necessary.
• Liaising with the other teams on the resolution of queries.
• Testing new software functionality developed and assisting the quality assurance process.
• Creating and reviewing help files to assist clients using the system.
• Liaising with the Account Management Team and other key members of staff on improving business processes.
• Assisting with remote telephone training for new users, when applicable.
• Supporting the Account Manager with client liaison.
• General administrative duties.

Key Skills Required:

• Help desk support experience required although candidates with strong customer service/administration experience in other areas may still be considered.
• Previous experience in the financial services industry is a distinct advantage.
• Previous experience with Intelligent Office (iO) will be highly regarded.
• Excellent customer relationship skills essential.
• Proven good computer skills essential, including knowledge of the Microsoft Office suite.
• Motivated individual with good time management and prioritisation skills.
• Ability to work in a very busy environment.
• Excellent attention to detail.
• Excellent telephone manner.
• Good communication skills, both oral and written.

Contact: Mike Kennedy

Additional Information:

Due to the volume of CVs we receive it is not possible to reply to every applicant, so if you have not received a call within 3 working days please assume that you have not been successful on this occasion.