Helpdesk Technician

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

Helpdesk Technician

The First Level Helpdesk Technician is responsible for providing support to Shortcuts Software Clients, Educators and Sales staff. The Help Desk provides support on a rotational basis globally, 24/7, to Shortcuts Software Clients. The First Level Technician is primarily responsible for answering and logging inbound Client calls, and providing a high level of service in resolving any Client queries or issues. The Help Desk also assists in the limited support of hardware supplied by Shortcuts in the course of business.

JOB RESPONSIBILITIES

Reporting to the Helpdesk Manager, the core responsibilities of the position are:

• 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 i.e. registered in the Shortcuts Client database and on a support and maintenance contract
• Understand and record the significant aspects of a Client’s issue in the call logging system
• Record and monitor Client calls using company approved systems, tools and procedures
• Retrieve messages from Voicemail and either return calls or distribute the messages, as appropriate
• Acknowledge and deal with Client queries received through the Support Mailbox
• Escalate Client enquiries appropriately to second or third level support, where an enquiry cannot be resolved to Client’s satisfaction, as further technical assistance is required
• Provide high quality, consistent and reliable support on all aspects of the Shortcuts product suite to Shortcuts Clients, Resellers, Educators and Sales staff
• Resolve, or assist in the resolution of Client issues through effective questioning, negotiation and conflict management, using the correct policies and procedures
• Ensure a high level of Client service and satisfaction is achieved through the process, end to end
• Investigate, replicate or test problems and queries to resolve open jobs.
• Generate, authorise or re-authorise software licenses
• Record and elevate software suggestions, bugs and/or problems to the Help Desk Manager
• Create, or assist in the creation of articles for the Knowledge Base.
• Assist in software testing
• Meet or exceed established Key Performance Indicators (KPI's) for call answer, average talk time and incident closure rate
• Take ownership of Client queries by updating Clients regularly on the status of their open jobs as per their preferred method of contact - telephone, fax or email and see these through to closure by appropriately resolving and closing the jobs
• Schedule follow up calls and installation bookings and see them through to completion
• Ensure that a Client’s personal details are kept up to date in the call logging system and Client data is protected and Client confidentiality is upheld at all times
• Proactively participate in regular team meetings with departmental staff
• Put in extra effort and time, outside of office hours if necessary, to ensure the delivery of high quality support
• Be available to provide Help Desk support on weekends and/or public holidays, as per roster requirements
• Promote the Shortcuts company culture and values at all times

JOB QUALIFICATIONS

Sound understanding of the IT industry and the latest technologies. A high degree of computer literacy and technical competency Excellent communication skills, both written and verbal, with the ability to create rapport with Clients, delivering a high level of customer service Sound ability to quickly identify and diagnose low level proprietary application, web, computer or network errors and resolve these logically in a short time frame Your Personal Characteristics will include:

• The ability to work in a fast-paced, high-pressure team environment
• The ability to work independently and to effectively manage and prioritise work
• The ability to resolve conflict in a diplomatic and professional manner
• The ability to present topics and issues clearly and confidently
• A flexible, "can do" attitude to work
• A willingness to further develop skills, potentially moving into a 2nd/ 3rd level support role within a mutually agreed time frame
• Attention to detail
• Personal focus, dedication and enthusiasm to the task at hand
• Honesty and integrity

Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.

Business Unit: Scheduled Weekly Hours: 37.5 Number of Openings Available: 0 Worker Type: Regular Company Site: http://www.shortcuts.co.uk

More About Jonas Software

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain. Jonas' vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of "Software for Life." We are committed to technology, product innovation, quality, and exceptional customer service. Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees. Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We're a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

Is This You ?

At Shortcuts Software, we pride ourselves on our company culture that fosters creativity, collaboration and innovation. The Shortcuts team is dynamic and diverse, with offices in four countries and over 14,000 clients around the world. We are committed, hard-working, and passionate about pushing the boundaries to bring game-changing technologies to the beauty industry.