2nd Tier Service Desk Analyst (Software)

Avocet Strategic Resourcing
09 Apr 2018
20 Apr 2018
Contract Type
Full Time
My client provides a unique information management solution to education establishments across the UK and due to the continued growth that they are currently experiencing, they are looking to appoint an additional member for their 2nd tier service desk support team.

They provide Management Information Solutions for Schools and Local Authorities for over 22,000 schools nationwide. The Service Desk based in Essex is responsible for providing support of the software product and its related service modules. Customers range from junior and secondary schools to other local authority support units.

Purpose of the role:

The role is to provide application support of the software and its related products.
Based in Chelmsford, it will be part of a growing team and has a primary responsibility for the investigation, escalation, and progression to a closure of any issues unable to be resolved by the 1st Tier Helpdesk. The key element of this role is to troubleshoot any manner of issues using your work experience, knowledge of the software and our knowledge base articles.

Key tasks and responsibilities:
• To provide 2nd line support and act as an escalation point for customer issues relating to the software application
• Provide customer assistance over the phone, via email and using remote access
• To investigate issues and attempt resolution, where possible, escalating as appropriate
• Maintaining regular contact with the customer throughout any issues.
• To ensure regular fully detailed updates are added to open issues in the CRM - MS Dynamics
• To follow data compliance processes
• To identify trends and escalate as appropriate
• To mentor and train junior team members when requested
• To attend customer sites or events in a support capacity which may occasionally require overnight stays.

Skills and Experience
• Ability to problem solve and analyse customer issues
• Previous experience working in a customer support or education environment
• Good communication skills with high standards of customer service
• Conscientious and self-motivated
• Confident use of Microsoft Office suite
• the ability to empathise and establish a good rapport with schools staff at all levels
• Good knowledge of SIMS software modules would be an advantage.

This is an excellent opportunity to join an outstanding company providing a best-in-class product and committed to delivering the very best service and support to maintain their lead in the marketplace. Continual training and personal development is part of the rewards package.

Candidates MUST be eligible to live and work in the UK to be considered for this opportunity

For further information and an initial discussion please call Keith Wilkins today or send your CV for review.

Please note that every application received is personally reviewed by our team. Avocet Strategic Resourcing does not use automated screening tools.

Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability

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