MIS Support Apprentice
The Helpdesk department:
Our Helpdesk Department provides customer facing support for the Company’s bespoke MIS software. The department is responsible for accurately logging, managing and maintaining queries and faults logged by its customers within set ITIL based processes and Service Level Agreements.
The position will also include Helpdesk 1st / 2nd line support of a bespoke MIS system. This is an excellent opportunity for someone interested in starting a career in Support. The position entails providing phone/ email support in a traditional Helpdesk environment to customers needing assistance with their MIS system.
This role reports to the Customer Services and Helpdesk Manager.
Duties/areas of responsibility :
The MIS Support position will involve the following areas of responsibility:
•Receive, log and manage all requests from customers to a 1st / 2nd Line level. These are currently in the form of telephone calls, emails or online logged queries
•Investigate problems either through communication with the customer or by logging into a suitable test environment
•Remotely maintain client MIS systems
•Install/Deploy new builds/updates to client MIS systems
•Resolve issues directly or by escalation to 2nd / 3rd line support.
•Remain the "owner" of customer technical issues, seeking to resolve these to the satisfaction of the customer
•Follow up and if necessary escalate all outstanding customer issues and/or requests
•Adhering to company protocol as laid out in the Company Handbook