Helpdesk Administrator Job at Alcumus Group
Description
We’re looking for a Helpdesk Administrator to join our team, reporting to the Operations Manager. This role holds responsibility for supporting the Operations Manager in the delivery of ePermits solutions and helpdesk support through the Alcumus Software ePermits delivery processes.
We operate a hybrid working environment, with some time spent working from home and some time spent in our Stratford-Upon-Avon office working alongside the team.
What that means day to day
Provide excellent helpdesk support through the Delivery Tool following the company support process
Ensure all support tickets are updated and closed within the SLA’s
Provide follow on support ensuring clients are confident, competent ePermits administrators
Manage the tracking and documentation of key client contacts
Support the configuration specialists with Helpdesk tickets
Support the project managers with managing the client feedback tool permissions.
Produce documentation for client training where required
Produce management reports on support levels and customer interaction with Helpdesk
Produce and keep up-to-date internal process documentation
Provide assistance to the Operations Manager to deliver solutions on time
Weekly reporting to Helpdesk Team Leader on current projects and other activities
Monitor quality of work and service always ensuring the highest standards
Ensure excellent communications internally
What you’ll need to be successful
Customer service experience
Troubleshooting skills
Ability to think and operate in a fast-paced environment.
Excellent time management skills: ability to prioritise support activities by the impact on client
Excellent communication skills handling support queries confidently and effectively to exceed expectations.
Ability to maintain and develop customer and key stakeholder relationships.
Strong work ethic focused on collaborative teamwork
Ability to manage own workload with confidence
Approachable by both internal and external stakeholders
MS Excel experience (desired)
What you’ll get in return
FOR THE HERE AND NOW – We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you’re physically and mentally unwell.
FOR FUN – You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are!) and it’s important to us that everyone contributes to an environment that is positive and full of laughs. We’ve always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.
FOR THE FUTURE – To set you up for later on in life, we provide an enhanced pension scheme with generous employer contributions and a life assurance policy for peace of mind. We offer a plethora of development resources and support, to support you as you develop your career with us. Last year alone we filled nearly 30% of our roles with internal candidates (which equates to almost 50 people being promoted!)
Sound interesting so far?
What you can expect if you apply:
A response to your application within 15 working days
An interview process consisting of:
An initial discovery call with the recruiter
A first stage interview via Microsoft Teams
Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role
We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
About Alcumus
Who we are:
By this point, you’ll likely have decided if the role sounds up your street, but what about Alcumus as an employer?
Time to introduce ourselves…
We believe that everyone should be able to go home safely from work every night, so we’ve made it our mission to build risk management solutions that are far beyond simple box ticking exercises, instead embracing new and evolving technology that will support our clients to keep their workforce safe.
We’re a PE backed, high growth business that sets ambitious goals, moves at pace, and fails fast. We believe that if you look after your people, they look after everything else, so we place significant emphasis on providing stretch for personal development. Our growth will be your growth.
We value diversity and work hard to foster a culture where everyone can bring their whole self to work, each and every day. Every one of our people is unique, and that’s what makes Alcumus stronger as a whole.
What we stand for:
Our values are the core of our business and fundamental to the way we work. In your role, you will;
Be a team player – working collaboratively and being consciously inclusive with your colleagues
Be brave – sharing your ideas, challenging the status quo, and taking responsibility for the part you play
Know your stuff – continuously developing your skills and expertise, with the support from our many learning offerings
Enjoy the journey – contributing to a positive working environment that enables you and everyone around you to be at their best
Equal Employment Opportunity
Alcumus is an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work.
If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.
Follow #careerswithalcumus to keep up to date with new vacancies and experience the everyday life at Alcumus.
Please Note :
siennaramirez.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, siennaramirez.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
We’re looking for a Helpdesk Administrator to join our team, reporting to the Operations Manager. This role holds responsibility for supporting the Operations Manager in the delivery of ePermits solutions and helpdesk support through the Alcumus Software ePermits delivery processes.
We operate a hybrid working environment, with some time spent working from home and some time spent in our Stratford-Upon-Avon office working alongside the team.
What that means day to day
Provide excellent helpdesk support through the Delivery Tool following the company support process
Ensure all support tickets are updated and closed within the SLA’s
Provide follow on support ensuring clients are confident, competent ePermits administrators
Manage the tracking and documentation of key client contacts
Support the configuration specialists with Helpdesk tickets
Support the project managers with managing the client feedback tool permissions.
Produce documentation for client training where required
Produce management reports on support levels and customer interaction with Helpdesk
Produce and keep up-to-date internal process documentation
Provide assistance to the Operations Manager to deliver solutions on time
Weekly reporting to Helpdesk Team Leader on current projects and other activities
Monitor quality of work and service always ensuring the highest standards
Ensure excellent communications internally
What you’ll need to be successful
Customer service experience
Troubleshooting skills
Ability to think and operate in a fast-paced environment.
Excellent time management skills: ability to prioritise support activities by the impact on client
Excellent communication skills handling support queries confidently and effectively to exceed expectations.
Ability to maintain and develop customer and key stakeholder relationships.
Strong work ethic focused on collaborative teamwork
Ability to manage own workload with confidence
Approachable by both internal and external stakeholders
MS Excel experience (desired)
What you’ll get in return
FOR THE HERE AND NOW – We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you’re physically and mentally unwell.
FOR FUN – You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are!) and it’s important to us that everyone contributes to an environment that is positive and full of laughs. We’ve always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.
FOR THE FUTURE – To set you up for later on in life, we provide an enhanced pension scheme with generous employer contributions and a life assurance policy for peace of mind. We offer a plethora of development resources and support, to support you as you develop your career with us. Last year alone we filled nearly 30% of our roles with internal candidates (which equates to almost 50 people being promoted!)
Sound interesting so far?
What you can expect if you apply:
A response to your application within 15 working days
An interview process consisting of:
An initial discovery call with the recruiter
A first stage interview via Microsoft Teams
Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role
We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
About Alcumus
Who we are:
By this point, you’ll likely have decided if the role sounds up your street, but what about Alcumus as an employer?
Time to introduce ourselves…
We believe that everyone should be able to go home safely from work every night, so we’ve made it our mission to build risk management solutions that are far beyond simple box ticking exercises, instead embracing new and evolving technology that will support our clients to keep their workforce safe.
We’re a PE backed, high growth business that sets ambitious goals, moves at pace, and fails fast. We believe that if you look after your people, they look after everything else, so we place significant emphasis on providing stretch for personal development. Our growth will be your growth.
We value diversity and work hard to foster a culture where everyone can bring their whole self to work, each and every day. Every one of our people is unique, and that’s what makes Alcumus stronger as a whole.
What we stand for:
Our values are the core of our business and fundamental to the way we work. In your role, you will;
Be a team player – working collaboratively and being consciously inclusive with your colleagues
Be brave – sharing your ideas, challenging the status quo, and taking responsibility for the part you play
Know your stuff – continuously developing your skills and expertise, with the support from our many learning offerings
Enjoy the journey – contributing to a positive working environment that enables you and everyone around you to be at their best
Equal Employment Opportunity
Alcumus is an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work.
If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.
Follow #careerswithalcumus to keep up to date with new vacancies and experience the everyday life at Alcumus.
Please Note :
siennaramirez.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, siennaramirez.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.