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1 Standard Job Description Job Title General Description Technical Helpdesk Assistant To support customers in the configuration and use of the company s software products. To assist in the promotion of the company s products. To provide support and advice to HCSS Education colleagues. Reporting To Location Helpdesk Manager Head Office Salary Range Up to 16k Hours/Basis (Perm/temp) Responsibility: Full Time, Permanent Core Values to be demonstrated by all employees Respect Listening, Understanding, Caring Innovation Researching, Creating, Refining Passion Enjoying, Succeeding, Delighting Excellence Leading, Driving, Inspiring Technical Helpdesk Assistant v1

2 Main Duties and Responsibilities and Required Standards Duties/Responsibilities Provide Helpdesk support to resolve customer enquiries over the telephone / . Escalate customer queries if unable to resolve and further investigation is required. Assist in the development of the company s products, by suggesting improvements based on customer feedback. Assist the Company in maximising the use and effectiveness of CRM database and updating the business. Required Standards Conveys technical information clearly and at the appropriate level. All client enquiries are resolved quickly and within 24 hours of receipt. Follows up existing calls where necessary. Enquiries are dealt with in a very professional manner. Communication style is adapted. Listens carefully. Tasks are prioritised. High levels of customer satisfaction and positive feedback. Liaising effectively with colleagues to resolve queries within set timescales. Analysis of MS Excel reports and numerical data produced from the financial planning software. Issues are logged on the appropriate issues tracking system. Ensure user is kept updated throughout and when the issue is fixed. High levels of customer satisfaction and positive feedback. Liaise with third parties as required. Customer knowledge and feedback is applied to product developments. Customer suggestions are recorded and passed on to development/product management. CRM database is updated after each phone call. Ideas for improving the effectiveness of the database are generated regularly. Relevant information is recorded accurately. Technical Helpdesk Assistant v1 Page 2 of 5

3 Main Duties and Responsibilities and Required Standards Duties/Responsibilities Undertake individual project work as allocated. Processing the account creation aspect of web software orders. To continually seek and take development opportunities in order to improve personal performance. To act as a professional and positive ambassador for the company in order to support the company s mission and profile. Required Standards Project work is managed and completed within required timescales. Tasks are prioritised. Completed projects are reviewed and maintained as required. Accounts are created and maintained using the HCSS Admin site. Accounts are created within 24 hours of request. Highlights own training needs to manager. Development opportunities are sought, acted on and reviewed. New ways of working to improve effectiveness are identified and implemented. Communicates positively, confidently and effectively at all levels. Sees contact with others as an opportunity to build business. Willingly gets involved in high profile activities. Positive feedback from customers, other third parties and colleagues is received. The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the job. Job descriptions should be regularly reviewed to ensure they are an accurate representation of the post. Technical Helpdesk Assistant v1 Page 3 of 5

4 PERSON SPECIFICATION CRITERIA ESSENTIAL DESIRABLE HOW ASSESSED (CV, INTERVIEW, PRACTICAL) Qualifications, Minimum of 5 GCSE s or equivalent to include IT qualification Education, Training Knowledge and Experience Skills & Competencies English and Mathematics. Preferably 1 years Helpdesk experience dealing with software support queries, minimum 6 months. Experience of working with databases or CRM systems. Excellent customer service skills. Good skills with MS Excel. An excellent telephone manner and ability to problem solve, apply a logical approach and communicate technical information over the telephone. High level of attention to detail. Self-motivated. Ability to work as part of a small team. Knowledge of education funding. Technical ability to complete 1 st line fixes. Technical Helpdesk Assistant v1 Page 4 of 5

5 PERSON SPECIFICATION CRITERIA ESSENTIAL DESIRABLE HOW ASSESSED (CV, INTERVIEW, PRACTICAL) Personal Attributes Act with integrity, loyalty and honesty. Develop positive relationships, co-operation with, and support for colleagues and clients. Demonstrate a positive approach. Show a commitment to self-development and lifelong learning. Manage stress, conflict and pressure in a positive way. Demonstrable interest, knowledge and ability in IT, preferably software biased. Other Driving Licence CV Interview Technical Helpdesk Assistant v1 Page 5 of 5

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