Description
3 x Enrolment Support Agents
Location - High Wycombe
Full time - 37 hours per week
£13P/h Inside IR35
Temporary contract (July to October 2022)
Our client is seeking to employ a number of Enrolment Support Agents from July to October 2022, to join the Enrolment Support Service Desk and provide support to during enrolment.
You will provide a pro-active, customer-focused first line support service for all enrolment enquiries including but not limited to: guidance on the completion of the online enrolment form, user management and security (eg account creation); password management.
You will also ensure that that all information is managed securely in accordance with policies and information related legislation. All processes need to be carried out in accordance with the established policies and procedures based on ITIL.
You will provide first line support in accordance with the Directorate's Incident Management and Request Fulfilment processes. In support of these processes, you will update all tools used by the Service Desk in a timely and accurate manner and in accordance with the defined policies and standards. Service Desk performance is measured against SLAs and you will ensure that all contact to the Service Desk is logged, responded to and any issues resolved within the timeframes stipulated in the SLA.
You will act as the first escalation point for the team and customer and take ownership of the resolution of specific or complex incidents, requests and problems, invoking third party support as required. You will help identify and resolve underlying issues in accordance with the Problem Management process.
You will create user manuals, frequently asked questions (FAQs) and technical support documentation for end users and other colleagues, to capture knowledge and share information effectively.
This role will also involve the proactive contacting and guiding through the online enrolment process as directed by the Senior Registry Officer.
The ideal candidate will be a team player with excellent communication skills and experience in providing first line support to customers.
Closing Date: 28th June 2022
Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.