IT Support Helpdesk

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Main Duties

  • Comply with company security policy to ensure data is protected from unauthorised access as per compliance rules.
  • Creation of both internal and external reports requiring a good working knowledge of MS Excel
  • Build and carry out daily tasks to support our processes and contribute to process improvement and documentation.
  • Processing and submission systems - Responsibility for knowing the transaction and file processing procedures. Ensure all transactions and files are fully accounted for daily and maintain full and accurate records of processing and submission details.
  • Change & Incident Management - responsibility for understanding and supporting the Change and Incident process and procedure.
  • Support the testing and onboarding of customers across our product range.
  • Support the testing team for all transaction types, using external specifications to validate testing

Skills and Experience

  • Previous Customer Service experience and first line or second line support or helpdesk knowledge
  • Strong technical mindset with a knack for troubleshooting
  • Good time management, attention to detail, clear communication, and good interpersonal customer service skills
  • Self-Motivated, a quick learner and multi-tasker with the ability to work independently and as a team.
  • Flexible in approach to work
  • Experience working with Windows operating systems and Office 365.
  • Good English literacy and language skills, translating technical into plain English.
  • A trustworthy individual who is not afraid to ask for help if needed.
  • Confident decision-maker and able to demonstrate sound judgement.
  • Structured, organized, and comfortable handling the competing pressures of immediate queries alongside day-to-day tasks.
  • Desire and experience to improve processes and controls using your creative thinking.
  • Good analytical skills.
  • Good at problem solving including identifying, analysing, and solving problems of behalf of customers.

Other Details

  • £26-28K - paid weekly
  • Temp to Perm
  • On site parking
  • Pension
  • Fully on-site role
  • 36.5 hour working week - day shift

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...