Mpeople Recruitment are seeking a reliable Helpdesk Support Executive on behalf of our reputable client based in Rochdale.
- Location: Rochdale (OL16)
- Salary: £26,000 rising to £27,374
- Hours: 9am – 5pm, Monday to Friday (35 hours per week)
Under the supervision of the Franchise Support Manager, you will be handling support calls and IT related emails from the network franchise businesses and managing all issues through to resolution. You will be liaising with the IT Helpdesk Support team, to ensure tickets are progressed to completion. In addition, you will also manage several franchisees within a dedicated region as directed by the Franchise Support Manager, support any issues they may have with the day to day running of their franchise.
Duties would include:
- Providing first line support to our franchise users across the United Kingdom for our tailor-built software solutions in the shipping industry.
- Managing (Account Management) a dedicated number of franchisees within a region (normally twenty-five franchisees).
- Management and handling of all operational and technical related phone calls and email tickets including full investigation, replication, identification of user training issues and IT bugs.
- Management and communication of issues clearly and concisely in order to pass on to our 2nd level helpdesk for developers to fix along with assessing and communicating priorities.
- Training on the use of our software solutions.
- Configuration of our software solutions. (Bespoke and third party).
- End user testing of releases and new features prior to final release to all users.
- Maintenance of issue logs and reporting.
- Active communication to individuals on the progress of issues and regular bulletins to the entire franchise network updating on the status of releases and issues.
- Finding a solution to a problem and implementing any changes necessary.
- Can do attitude, especially when under pressure.
- A team player, willing to help others when needed and go the extra mile.
- Communicating with colleagues and Franchisees.
The required traits, skills, and background:
- Previous customer service administration experience is essential
- Previous helpdesk / IT experience would be advantageous, but is not essential
- Strong communication skills (written and verbal)
- A competent systems user that is tech savvy
- Someone who likes problem solving and can think outside of the box
Please note that Mpeople cannot respond to all applicants due to the high volumes of CV's received on a daily basis. Should you not receive a response within 5 working days please accept that on this occasion your application hasn’t been successful. Mpeople wishes you all the best in your job search