Helpdesk / 1st Line / Software Application Support Consultant

Helpdesk / 1st Line / Software Application Support Consultant required for a position based in Norwich, Norfolk.

Salary: £26,000per year+ Benefits (rising up to £26,000 per year over 3 years)

PLEASE NOTE: Additional and on-going product training will be provided

Helpdesk / 1st Line / Software Application Support Consultant

JOB OVERVIEW

Successful candidates will provide technical and operational support using telephone, email and remote assistance for a wide range of software applications used in the Public and Private Sectors (additional and on-going training will be provided).

You will be responsible for ensuring that Customer issues are responded to and given progress updates in a timely manner. This will involve the ability to prioritise your workload effectively, allowing for accurate management of the current issues, which will include monitoring and escalating support enquires as required.

Helpdesk / 1st Line / Software Application Support Consultant

KEY TASKS and RESPONSIBILITIES

• Responsible for resolution of customer issues in a timely manner, escalating as necessary

• Provide telephone and remote support in order to progress and resolve customer issues, using an in house call logging system to record progress

• Ensure effective time management and control, giving particular consideration to commercial issues in respect of recoverable time

• Progressive learning of on-going product changes to allow for effective Customer Support

• Testing new releases or modifications to software and associated documentation

Helpdesk / 1st Line / Software Application Support Consultant

IDEAL CANDIDATES

• Good interpersonal skills including strong verbal and written communication in English

• High standard of customer service skills with an excellent telephone manner, with the ability to build rapport quickly with customers

• Strong problem solving / troubleshooting skills

• Positive and enthusiastic approach

• Strong team player

• Able to work under pressure

• Good time management skills

• Logical thinking

• Good IT software skills including Windows operating systems and Microsoft Office products

• Experience of working in a fast-paced, ever-changing customer facing environment

Helpdesk / 1st Line / Software Application Support Consultant

DESIRABLE SKILLS

• 2:1 undergraduate honours degree (or equivalent) in a relevant subject or other professional qualification

• Knowledge of Microsoft SQL Server

• Experience of supporting web-enabled applications and client/server applications

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

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