We are looking for a number of Helpdesk Support people to join our established team in our Norwich office.
Do you have good interpersonal skills and a strong problem solver who thinks methodically and logically?
You will assist trained users of Servelec Synergy’s application suite, in order to troubleshoot application and database related incidents through to a satisfactory resolution.
You will learn bespoke applications in order to analyse, diagnose and resolve issues, a strong logical and troubleshooting mind set is required, with excellent time management skills allowing you to manage your own queue of customer incidents.
Technical knowledge would be a key benefit due to the complexities of the applications running from a shared SQL database and varying platforms, from hosted systems on Citrix and RDS, to locally hosted platforms running virtual operating systems. The incidents can often involve some level of environmental diagnosis, that directly affects the product suite. This can be via remotely accessing the customers system or running tests on local resources. This will culminate in the customer being made aware as to whether the incident is application, data or environment related, and therefore progressed accordingly. On occasion, the competence to self-teach will be required.
Governed by Service Level Agreements, you will ensure all incidents are prioritised and maintained within specified time frames, during which, any relevant policies and procedures that exist under Servelec Synergy’s ISO9001 and ISO27001 accreditations will be followed.
The customer will be informed of progress with clear and concise information at all times.
You will maintain high levels of customer experience
Prioritising and satisfactory resolution of customers queries according to SLA, escalating as necessary
Recording accurate work logs within Servelec Synergy’s Call Management System for incident progression and audit purposes
Continual learning of ongoing product changes to allow for effective customer support
Input into business discussions relating to operational advice and outstanding issues
Contributing to team discussions on relevant issues and forward thinking
On rare occasions, the role may involve travel
Servelec is an equal opportunities employer.