Job Description

Purpose of the role  

• Provide a key technical resource for internal and external customers and suppliers, to help improve the operation, particularly around efficiency gains and new business processes by taking ownership for resolving queries

• Helpdesk Management – Deliver a quality service to resolve internal incidents raised within agreed service levels.
• Interface with 3rd party software suppliers to report/resolve incidents.
• In depth understanding of products and services through detailed scoping workshops and enhanced training
• Support the business on business applications
• Provide internal support for User Acceptance Testing and documentation of new and updated processes
• Assist with the implementation of new developments and products
• Out of hours cover on an ad hoc basis
• Report writing

Requirements

Job Dimensions

• Help Desk Management
• Problem Solving
• New Product understanding

• Root cause analysis
• Process management, implementation and design
• Identify training requirements
• Provide support for billing platform operation
• Out of hours cover when required

• Responsible for the day to day management of the Helpdesk
• Establish business and customer operations requirements
• Identify business Improvements
• Establish business processes
• Establish training requirements 

• Be logical thinking and a good problem solver
• Numerate and a quick learner with a can do attitude

• Good communication skills, experienced in dealing with customers at all levels
• Internal Customers (e.g. Superiors, other departments)
• External Customers (e.g. Software providers)
• Suppliers (e.g. Maintainers, Printers)
• A good listener with good concentration skills
• Take full ownership of all helpdesk issues through to resolution. Ensure that their superiors are kept informed of all issues that arise to inhibit the smooth running of the work flow

Qualifications & Experience:

Essential:

• Strong knowledge of CRM / Billing systems, both front and back office
• Microsoft Access knowledge to an intermediate level – must be able to create tables, queries and reports etc
• Microsoft Excel knowledge to an intermediate level – must be able to create and use formulas, graphs, filters etc
• AS/400 query writing knowledge
• Prepared to w0ork overtime if required to get the job finished on time
• The ability to give out of hours cover when required
• Can demonstrate knowledge of Help Desk systems
• Communicate effectively with business units / functions, organising workshops / trouble shooting sessions where applicable.

Desirable:

• Experience of working in the Telco Sector
• Experience of working on application support desks

• Must have exceptional organisation skills, presenting information in a structured and logical manner, with attention to detail.
• Takes pride in delivering quality work and results, is willing to take on extra responsibilities. The job holder will be able to maintain quality performance under pressure, and ensures that all tasks are managed through to completion
• Effective communicator on all levels including internal and external customers. Can produce reports, data and documents that assist in making key decisions.
• Highly motivated team member who can develop and maintain relationships, supporting and encouraging colleagues through personal support, involvement and understanding.
• Well-organised and meticulous, with a strong eye for detail.
• Able to perform under pressure in a multi-tasking environment.
• Committed, loyal and trustworthy.
• The ability to handle responsibility.

Additional Website Text

Hours of work are standard 40hrs per week Monday-Friday   Benefits include 25days Holiday, Pension, Healthcare, Life Assurance, Onsite Gym & Canteen!