Support Consultant

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

This is an excellent opportunity for a Helpdesk Specialist to join an established company, working in an international team and providing application support for our product suite within the Local Government market.

We are looking for a candidate with excellent customer service skills to provide technical support and application guidance to external customers. You will be part of a fast-paced team working efficiently with modern technologies to resolve application issues and hold remote meetings with customers where needed. We will support personal growth and progression within the role as you work alongside an experienced helpdesk Support Team.

Responsibilities:

· Providing technical support remotely to resolve customer issues

· Speaking with customers directly to gather information and build relationships

· Proactively carry out data checks for specified customers

· Maintain user accounts for specified customers

· Supporting modern web based application technologies

· To work as part of a close-knit and highly skilled team of Helpdesk Consultants.

· Review, monitor & update incidents using a sophisticated Case Management tool

· Work with a dynamic wider team to approach issues collaboratively.

· Create and distribute FAQs within the team to share resolutions.

· Escalation of calls to 3rd Line Team as necessary

· Adhering to customer SLA’s to ensure issues are resolved in a timely manner

· Working to ITIL Principles

This role could be either home based, or hybrid depending on your proximity to an NEC office

Qualifications

Skills/Experience:

· Experience in working directly with Customers.

· Technical Problem Solving Skills

· A positive, enthusiastic, solution focused attitude and willingness to learn

· Excellent Team Player with the ability to work both independently and collaboratively

· Strong communication skills, both written and verbal

· Flexibility to respond to Priority issues raised

· Experience working with Windows Desktop and Server Operating Systems

Desirable Skills:

· ITIL qualified

Additional Information

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan 
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.