Helpdesk Support Agent

To provide a professional and client-driven phone / video support role to end users working at home. The
helpdesk support provided to our customers is of a technical nature along with bespoke software issues.

Required mix of both technical and customer support skills with a willing to learn and apply resolutions
to home end computer users remotely.

Note: The public end users have mixed computer abilities, on their home computers and are working to
deadlines.

Training provided: Customer support, processes and procedures, phone conversations, team building,
bespoke software training.

To be successful in this role, you will need to have:
Excellent verbal, listening and note taking skills. Able to relate to raised technical issues,
questions, and situations - handling inexperienced computer users.
Customer focused manner, being patient, methodical and accurate.
Good interpersonal skills. Being a team player and sharing idea. Remain cool under pressure.
Have a strong understanding of Microsoft, computers/ laptop functionality; internet
communications, wireless functionality; firewalls and anti-viruses and program conflict problem
solving.
Show a methodical and accurate approach to analysing issues: gathering facts, evidence and
being able to make conclusions.
Work without close supervision, be pro-active in meeting supporting requirements and
deadlines.
Competent user of Microsoft Office applications: Windows Explorer, Edge, Outlook, Excel, Word,
Teams, Quick Assist, Snipping tool.
Able to discuss / present technical details Produce clear reports / documentation when required.
A willingness to learn new processes, new software.
Excellent time management skills.