Education IT Support Desk * Based in Reading * Circa £24k per annum

[SpecialAgent]

Just got a role in at a well established educational software company client of mine, cvs to [email protected] or call 08701612007. Good opportunity to get into a commercial company, where education experience is hugely advantageous......

 

Title: Customer Services Advisor

Location: Reading

Reporting to: Customer Services Team Leader

Purpose of the Role: To provide support to customers and colleagues in the use of the cLc

 

Principal Duties and Responsibilities:

 

• Log all e-mails received into support within 1 working day ensuring that they are correctly categorised and prioritised according to agreed guidelines

• Ensure that all telephone calls received are logged into Magic

• Aim to resolve at least 70% of calls on 1st /2nd line support within SLA ensuring that this is flagged in Magic when closing the call.

• Ensure that all customers confirm a support password so that we comply with BECTA requirements

• Inform and update the customer services team leader of all urgent issues and calls that require follow up with other teams

• Ensure that all of the relevant information is captured at the point of logging the call so that the relevant team can action accordingly

• Test the issues being reported before escalating further

• Complete SLA testing daily and update team leader by e-mail of these results

• Setup schools so that they there MIS system can be integrated with their cLc and e-mail the customer/LA with these details. Update the necessary spreadsheets with the information also for tracking purposes

• Ensure that all calls with support are updated daily and follow up with customers to request information or update them with the progress of their call

• Ensure that all calls are closed correctly and have the relevant notes on them so that should the incident occur again that we have a clear audit

• Ensure that you keep up to date with changes that may affect you or the customer and be pro-active in finding out more about the product, company and industry so that we are providing the best service to our customers

• Assist with the compilation and proofing of support documentation

• Ensure that checks are made regularly to ensure that all requests from customers that are received from the platform are processed in line with the date requested by the customer

• Provide daily statistics to the team leader

• Other reasonable ad-hoc tasks as and when required

 

Technical Skills required:

• Computer Literate

• Knowledge of MS Office

• Good understanding of the Internet and Online Applications

 

Personal skills required:

• Adaptable

• Assertive

• Active listener

• Good communicator both written and verbally

• Ability to work well under pressure

• Ability to work well as part of a team and autonomously

• Ability to work well under changing priorities and demands

• Willing to learn

• Ability to grasp information and concepts

• Substantial helpdesk experience preferably in a service environment dealing with external customers

 

Desirable skills:

• ITIL Foundation

Supplementary information:

• Office based working in Reading

• Hours: Split shift 08:00am to 16:30pm, 09:30am to 18:00pm on alternate weeks

• Contributory Pension, medical insurance

• This is a full-time position. Additional hours may need to be worked in order to complete tasks to schedule. Some early morning, late evening and weekend work may be necessary

 

Key contacts:

• Customer Service Team Leader

• Customers

• Client Service Managers