Helpdesk Analyst

TN United Kingdom; Glasgow; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading education technology company is seeking a software helpdesk support engineer for a temporary role. Responsibilities include managing technical support calls and working with external partners to resolve issues. This role offers the potential for permanent employment based on performance and requires evening/weekend shifts due to the 24/7 service desk operation.

Qualifications

• Experience in a software support role, ideally supporting multiple proprietary products.
• Excellent communication skills in written and verbal forms.
• Understanding of ITIL Foundation Certification or ITIL 4 is advantageous.

Responsibilities

• Manage inbound technical calls and escalations as 2nd Level Support.
• Work with external manufacturers to resolve customer issues.
• Restore failed IT Services quickly and efficiently.

Skills

Communication

Problem Solving

ITIL Foundation

ServiceNow

Jira

Job description

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Apioneer of education technology with a long track record. They have provided technology and resources to the education sector, supporting over 10 million students worldwide.

Your new role

You will be one of the first points of contact for all inbound technical calls and manage initial responses and escalations. Duties will include:

1. 2nd Level Support takes over incidents which cannot be solved immediately by means of 1st Level Support.
2. If necessary, you will work with external software or hardware manufacturers to resolve customer issues.
3. The aim is to restore a failed IT Service as quickly and efficiently as possible.
4. This may include resolution or workaround for new issues which require more complex technical knowledge.
5. If an incident is a P1 or is a recurring root cause of incidents, 2nd Level Support will evaluate and initiate handover to Problem Management.

What you'll need to succeed

We are looking for experienced software helpdesk support engineers. Experience using ServiceNow, Jira, and Anywhere 365 phone systems will be an advantage, as will an understanding or working knowledge of ITIL Foundation Certification or ITIL 4. You should have experience of working in a software support role, ideally supporting multiple proprietary products, via multichannel inbound routes. You'll need to be an excellent communicator in both written and verbal forms, and to be an enthusiastic learner with a can-do attitude. We value out-of-the-box thinking and are committed to recruiting diverse candidates.

What you'll get in return

This is an hourly rate temporary role running for 12 weeks. At the end of the contract, there will be the opportunity, subject to performance, to join the organization on a permanent basis. This role can be performed virtually remotely. The company does, however, operate a 24/7 service desk, and evening/weekend work on a shift basis is required.