Customer Support

• Location: Wallington, Surrey
• Job Type: Full-time, Entry-level

We are seeking a motivated and enthusiastic Junior Helpdesk Consultant to join our team. This entry-level position is perfect for someone looking to begin a career in MIS Support Services, with full training provided. As the first point of contact for users needing assistance with their School’s Management Information System (MIS), you will play a crucial role in ensuring customer satisfaction and efficient problem resolution.

• Customer Interaction: You will handle incoming calls and emails, providing the first level of support for users experiencing issues with MIS platforms. Your goal will be to resolve problems at the first point of contact or escalate them appropriately.
• Ticket Management: Accurately log all interactions and issues into the Helpdesk Management System, ensuring that all necessary details are captured for effective resolution and follow-up.
• Problem Solving: Utilize the Helpdesk Knowledge Base for troubleshooting and resolving user issues. You will also contribute to this resource by creating and updating articles to help address common issues.
• Team Collaboration: Work closely with other helpdesk staff to learn from their experience and gain deeper insights into more complex issues. You will participate in regular training sessions to stay updated on the latest technologies and solutions.
• Continuous Improvement: Actively participate in team meetings and training opportunities to improve your knowledge and skills. You will have the chance to grow within the organization and take on more responsibilities over time.

• Strong Communication Skills: Excellent verbal and written communication skills are essential, as you will be interacting with users and documenting issues.
• Team Player: Ability to work well in a collaborative environment, supporting colleagues and contributing to a positive team atmosphere.
• Resilience: Remains calm and effective under pressure, handling challenging customer interactions with professionalism.
• Proactive Learner: Eager to learn and grow within the role, taking initiative to self-learn and adapt to new challenges.
• Technical Proficiency: Good understanding of Office 365 (Word & Excel). Experience with MIS platforms like Bromcom and Arbor is desirable but not required.
• Customer Service Experience: Prior experience in a service desk or helpdesk role, especially within an educational setting, is desirable but not essential