Software Support Agent

Job description

Salary: Starting Salary £18,000 pa - £24,000 pa, increasing to £30,000 pa with experience

The department

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

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. 

Responsible to

This role reports to the Customer Services and Helpdesk Manager.

Duties/areas of responsibility

The MIS Support position will involve the following areas of responsibility:

  • Receive, log and manage all requests from customers to a 1st / 2nd Line level. These are currently in the form of telephone calls, emails or online logged queries
  • Investigate problems either through communication with the customer or by logging into a suitable test environment
  • Remotely maintain client MIS systems
  • Install/Deploy new builds/updates to client MIS systems
  • Resolve issues directly or by escalation to 2nd / 3rd line support.
  • Remain the "owner" of customer technical issues, seeking to resolve these to the satisfaction of the customer
  • Follow up and if necessary escalate all outstanding customer issues and/or requests
  • Adhering to company protocol as laid out in the Company Handbook

Requirements

Skill Requirements

  • Strong organisation skills
  • Excellent communication skills – both written and verbal
  • Self-motivated
  • Good diagnostic / problem solving skills
  • Professional working attitude
  • Good time management and priority handling
  • Ability to work in a customer facing environment
  • Initiative to find answers to new questions
  • Experience in the following would be highly advantageous
    • Previous experience in a Support Role
    • Previous experience working within a school and with MIS systems