What you’ll do • Handle incoming technical support desk “tickets” raised by customers and internal users by email and phone • Deal with a wide range of issues covering: • Software errors • Incorrect data • Requests for data extracts • System performance and incidents • General PC, printer and IT system issues • Phone system issues • Carry out required adjustments to data or configuration necessary to resolve issues • Coordinate investigations for followup resolution action by the wider team • Carry out routine customer integration/onboarding/setup activities on the platform • Participate in customer success activity and building of ongoing customer support relationships • Gathering and reporting of support desk operational metrics • Contribute to the continuous improvement of support related processes • Work with our in-house development team to resolve bugs or develop solutions to automate support related activities What you’ll need to be successful • 1 year’s experience of a customer facing help desk role that has involved some time in direct customer facing issue/request resolution • Degree, HNC/HND or other vocational level qualification in a relevant IT service management or software/technical systems discipline • Practical experience of working with SQL Relational Database Management Systems – with ability to build adhoc queries and perform data updates methodically, securely and reliably within an operational system • Natural ability to investigate and diagnose the likely root cause of problems and evaluate options for resolution • Working experience of operating within an Agile/Scrum/Kanban team environment • Excellent communication skills – for effective interaction with customers and other team members • Ability to take ownership to pursue issues through to conclusion • Be a real team player with a passion to learn and share ideas • A flexible attitude