Our client Connected Platforms acts as an outsourced IT Department for their clients. They provide Managed IT Services, Disaster Recovery and Computer Support Services.

They now have this newly created position to join its growing I.T. Services team.

In this position your main duties will be assisting with help-desk support, troubleshooting and maintenance and contributing to various projects including remote and onsite support.

Your responsibilities will include:

• Answering inbound support calls to assist users with access/ usage issues (reactive support)
• Functional testing of new features prior to user release
• Recommend and implement any required changes to contribute to the ongoing improvement and experience of the clients environment
• Development of customer self-help content, whether as blogs, downloadable PDFs or screen videos
• Provide new user set ups including emails, relevant software accounts, hardware set-ups, educations and other in order to get new users up to speed
• Complete training certification assigned by your manager
• Escalate issues to external vendors and resources as required and manage the issues until resolution
• Complete appropriate documentation and recording information on computerised programs 
• Other technical support as required

The successful candidate will have:

• 1-2 years of strong direct customer service experience in a software or technical environment
• Proven experience of delivering a high degree of customer service and can effectively problem solve in an "out of the box" way including appropriate interpersonal skills to manage demanding or difficult customers appropriately
• Strong verbal and written communication skills
• Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision
• Attention to detail as well as a high degree of accuracy in data entry; the ability to ensure that customer requirements are recorded exactly as specified
• Possess high level of organisational skills, can manage own time and tasks to completion 
• "Can-do" attitude and leads by example
• Communicates effectively with team - provides clear information/ instructions and listens to team effectively
• Communicates effectively with colleagues and management regarding all aspects of customer service
• Demonstrated ability to solve problems with the level of accountability
• Relevant diploma or equivalent desirable
• Labtech and Connectwise experience desirable