Job Ref: 215776805

Date: 2022-02-09 16:37:01

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Helpdesk Support Agent
Location: Milton Keynes
Pay rate: £11.50 – £12.50 per hour
April 2022 Start
Monday – Friday + Occasional weekend
37.5 hours per week

Early starts or Late starts.
*Weekdays, Early start: 8am to 4pm
*Weekdays, Late start: 1pm to 9pm
*Weekends: 9am to 4pm

JOB SUMMARY

Background detail:

e-Marker software enables examiners to mark examination papers electronically at home on their Windows computer. The e-Marker Assessment Delivery(EAD) Department operates a 2nd Line Helpdesk (technical) support. The UK Summer examination series is high profile to the public and the information is sensitive and not to be divulged.

Job Description:
We require a trustworthy support individual with excellent communication skills to work through support issues with examiners over the phone to a conclusion.

*To work within a small helpdesk support team; handling escalated issues (telephone calls and e-mails).
*To problem solve and advise on issues arising. Note: Calls received will be of a technical nature, related to e-Marker software and its ability to function on examiner's home computer, Wi-Fi set up. No prior knowledge of e-Marker software is required.
*An understand of how computers function and communicate i.e. Operating systems 10 (an advantage to know 8.1 & 11), Windows programs, files/folders, security updates, firewalls and anti-virus mechanisms, internet & Wi-Fi communication.
*An understanding of thin client (Cloud) computing.

KEY RESPONSIBILITIES OF THE JOB

* To record incoming requests into a support database
* Prioritise the support work based upon urgency and impact
* Contact and maintain communication with the client – timely updates on outstanding issues
* Drive to solve open calls, escalate and chase for outcomes from other Departments
* Maintain the support database with your actions, outcomes and resolutions

Please apply now or contact Gi Group on (phone number removed). We look forward to hearing from you.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited and Grafton Professional Staffing Limited. We are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group UK website

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