Helpdesk Assistant

Starting Point Recruitment
08 Apr 2018
20 Apr 2018
Contract Type
Full Time
Working on the Mosaic (Electronic Social Care Record System) helpdesk, assisting users with queries and problems relating to their use of the system. Assistance is provided over the phone, via email and using remote assistance software. The helpdesk hours are: Mom-Thurs 8:45 to 17:15 and Friday 8:45 to 16:45.

The work will involve:

* Offering first line support to users in Adults and Children’s Social Care Departments
* Resolving users’ systems issues and problems with using the system
* Offering technical guidance on the use of the system
* Referring more complex issues to second line support
* Assisting with the creation of guidance and training documentation
* Recognising and reporting patterns in reported issues/problems to the Systems Manager

Successful candidates will have:

* A desire to help people
* Patience, persistence and resilience
* A positive approach to problem solving and troubleshooting
* A team player spirit
* Excellent communication skills
* Respect for the customer
* Willingness to learn collaboratively
* Ability to work unsupervised
* Able to use initiative within the boundaries of the role
* An empathetic but firm approach to difficult customers

A DBS check is required and candidates should be aware of Data Protection regulations and legislation

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