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Helpdesk Support - Job Vacancy

Job Vacancies - Helpdesk Support

Integritie are seeking to employee a Helpdesk Support Administrator. The position will be located at our England Waterlooville office, with the key responsibilities to assist and support customer telephone enquiries, to own and resolve customer needs and concerns.

Responsibilities include,

  • Answering incoming Support calls to assist customers,
  • Register unique call record numbers and details for each customer call into the integritie Support Log database recording all enquiry details accurately,
  • Accurate completion of the call, specifying problem diagnosis, resolutions, etc, as per integritie support desk procedures,
  • Problem Resolution: Where trained and commensurate, act as first line/level support for simple customer queries,
  • Problem Resolution: Coordinate technical resources with the Operations Manager where applicable,
  • Ensure that all calls are followed up with timely communication, ensuring company service levels are met,
  • Provide a high level of personalised customer services, creating further interest in the company's support and services.
  • Follow up of all customer calls with clerical duties, filling out paperwork, doing reference checks and liaising with other departments, etc.
  • Quality Assurance and Control: All customer support contract records are updated in our internal databases.
  • Registers: Keep hard copy contracts signed-off and stored at support desk site.
  • Generate monthly support reports to highlight problem areas and use as a vehicle to improve support processes and overall customer satisfaction.


Candidates should be highly motivated with a strong aptitude to learning with a proven track record in software solutions.


Attached is a summary of the key products supported by the Helpdesk, including,

  • IBM Content Manager (Windows 2000, AIX, iSeries)
  • IBM Content Manager OnDemand (Windows 2000 or AIX, iSeries),
  • IBM Records Manager,
  • IBM Document Manager,
  • IBM CommonStore for Lotus Notes and Exchange,
  • OnBase,
  • Lotus Domino and Notes,
  • Kofax Ascent Capture, Xtrata, and Indicius
  • xSeries and AIX

Weekly Duties

  • General Administration
  • Weekly Anti-Virus Live updates
  • Ensure SPAM versions are up to date
  • Daily servers backups
  • Microsoft Updates
  • Hosting Services Maintenance
  • Set up Team Portal places
  • Office stationary admin

Job Role - Required Knowledge, Skills, and Abilities:

  • able to master the support of the Integritie focus areas of Content Management Products,
  • sufficient technical background and knowledge so as to provide successful support with confidence
  • willing to travel and potentially spend time away from home,
  • able to listen and understand clients' needs accurately and quickly,
  • ability to understand business issues and relate these to IT solutions,
  • personable and well-presented,
  • good oral and written communication skills,
  • good presentation skills,
  • willing to update product knowledge on an ongoing basis strong customer service skills perseverance,

 

Location
England - Waterlooville.

 

In you would like to apply for any of the roles please email to HR@integritie.com