Global 24/7 Helpdesk Technician — Client Support Champion

Perseus Group; Sale; On-site; GBP 21,000 - 28,000; Full time

Job summary

Jonas Software in the United Kingdom is seeking a Helpdesk Technician to join our UK office in Sale. The First Level Helpdesk Technician will provide support to Shortcuts Software clients, educators and Sales staff, handling inbound calls, logging issues and delivering high-quality service.

The role involves 24/7 coverage, ticket logging, issue escalation, license handling and knowledge-base contributions. We expect a solid IT background, excellent communication skills and the ability to

Qualifications

• Strong understanding of IT and latest technologies; high computer literacy.
• Excellent written and verbal communication; ability to build rapport and deliver customer service.
• Ability to diagnose basic proprietary application, web, computer or network errors and resolve quickly.

Responsibilities

• Log onto the phones punctually and prepared to start per the roster schedule
• Answer all incoming calls to the Help Desk in a professional, confident and timely manner
• Screen calls to ensure the Client is entitled to support and has active contract
• Record significant aspects of a Client issue in the log system
• Record and monitor Client calls using company systems
• Retrieve messages from Voicemail and return calls or distribute as appropriate
• Escalate enquiries to second/third level support when needed
• Provide high quality support on the Shortcuts product suite to Clients, Resellers, Educators and Sales staff
• Resolve or assist in resolution of Client issues using policy-based questioning and negotiation
• Ensure high Client service and satisfaction through end-to-end process
• Investigate, replicate or test problems to resolve open jobs
• Generate, authorise or re-authorise software licenses
• Create articles for Knowledge Base and assist in software testing
• Meet or exceed KPI targets for call answer, talk time and incident closure
• Keep Clients updated on status and close jobs
• Schedule follow-up calls and installation bookings
• Maintain Client data accuracy and confidentiality
• Participate in regular team meetings and be willing to work extra hours if needed
• Provide Help Desk support on weekends/public holidays as rostered
• Promote company culture and values

Skills

IT knowledge

Customer service

Communication

Troubleshooting

Teamwork

Conflict resolution

Attention to detail

Initiative

Integrity

Job description

Jonas Software in the United Kingdom is seeking a Helpdesk Technician to join our UK office in Sale. The First Level Helpdesk Technician will provide support to Shortcuts Software clients, educators and Sales staff, handling inbound calls, logging issues and delivering high-quality service.

The role involves 24/7 coverage, ticket logging, issue escalation, license handling and knowledge-base contributions. We expect a solid IT background, excellent communication skills and the ability to