Job Description

Position: IT Helpdesk Support

Location: Ellesmere Port

Hours: Monday - Friday on a rota basis between the hours of 8:00am - 4:30pm, 9:00am - 5:30pm and 10:30am - 7:00pm

Salary: Between £19,475 - £24,600 DOE + bonus and additional benefits

The core focus of this role will be to work within a Level 1 Help Desk (Software support), providing quality service to customers, as well as other teams within the business internally. As part of the on site Systems team, you will be the gateway between client facing brands and our development company. Responsible for coordinating bug fixes, test plans, system releases; you will ensure both bespoke systems and integration's are running seamlessly.

What the company offer:

• Modern office environment, easily accessible with local transport links within walking distance

• In-house training and on-going career development

• Pension company contribution

• Company Bonus Scheme

• Long Service and Employee Awards

• Hybrid working options

About the role:

• Be the first point of contact for customers when they require any assistance

• Investigate queries from customers during their usage of systems

• Investigate technical queries and problems, including working with XML and JSON files

• Investigate fare and pricing related queries

• Answer any general questions from customers about our products

• Understand customer businesses and how they use our products

• Investigate and escalate any reports of outages and down time

• Provide support and be recognised as a subject matter expert on designated products and systems

• Assist in User Acceptance Testing (UAT) of new functionality, fixes, and version upgrades.

• Liaise with system development teams, product owners and other relevant teams

• Contribute to knowledge base comments and articles to further internal and external knowledge transfer

• Document processes and FAQs

• Produce user guides & deliver training

To apply please forward your current CV to laurab@hrgoliverpool.co.uk or call 0151 347 1110 to discuss in more detail.