Our Helpdesk Department provides customer facing support for the Company’s bespoke MIS software. The department is responsible for accurately logging, managing and maintaining queries and faults logged by its customers within set ITIL based processes and Service Level Agreements.
The position will also include Helpdesk 1st / 2nd line support of a bespoke MIS system. This is an excellent opportunity for a university leaver looking to start a career in software Support or someone looking to move from a administration position within a school. The position entails providing phone/ email support in a traditional Helpdesk environment to customers needing assistance with their MIS system.
The position has clear routes for career progression and development. We would expect candidates to progress to become a dedicated 2nd line agent within 12 months, dealing with more advanced queries and using SQL management studio to assist investigation. Within 2-3 years we would expect candidates to be able to provide high level 3rd line support to strategically important customers. You will be expected to be able to review the underlying software code to identify any underlying issues and work closely with the Software escalation team. We will provide support, training and guidance to help you meet each of theses milestones. Once a milestone is reached your salary will be adjusted to reflect your new position.
This role reports to the Customer Services and Helpdesk Manager.
The MIS Support position will involve the following areas of responsibility: