Job Opening for Helpdesk Support UK

Position: Helpdesk support (UK)

Location: Chandlers ford, uk

Reporting To: Customer Service Manager

Context and Purpose of the Job

Helpdesk Support staff are responsible for providing exceptional customer support to our users, primarily focusing on our specialised healthcare software, Cellma. The position involves troubleshooting and resolving IT issues, offering insightful guidance, and ensuring a seamless user experience. With a strong emphasis on problem-solving and communication, Helpdesk Support plays a key role in maintaining operational efficiency and contributing to the overall success of our Customer Service Team.

Main Responsibilities

• Respond to customer enquiries and technical issues, providing prompt and professional assistance to resolve and minimise client service issues
• Accurately document all support requests, actions taken, and resolutions in the company’s ticketing system.
• Efficiently manage ticket allocations from creation through to close, within SLAs and KPIs.
• Ensure confidentiality of sensitive and proprietary information; adheres to company security policies.
• Become proficient in RioMed’s healthcare software and keep up to date with changes.
•  Engage with clients through screenshares and remote meetings to gather and share information relating to ticket resolution. Assist in internal and external training on our software system Cellma.
• Maintain high standards of customer service at all times.

Additional Note

This document serves as a guide to your role, outlining your primary responsibilities. You may be called upon to fulfil other duties aligned with your position as needed.

Requirements

• Proven experience in a helpdesk or customer service  role.
• Proficiency in common IT tools and software, including MS Office applications.
• Excellent verbal and written communication skills, strong problem-solving abilities, and a customer-centric attitude.
• Ability to manage multiple tasks, prioritize effectively, and work efficiently under pressure.
• Ability to work collaboratively with colleagues and contribute to a positive team environment.)

Benefits

• 12 Paid Training Days
• Opportunities for career development and progression
• Paid Vacation Days