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Helpdesk Support Advisor

Salary: Neg doe

Full Time
Location: Rochdale
Hours: 37.5 per week (days)

The Recruitment Fix Ltd

On behalf of our client we are looking for a Helpdesk Support Advisor to join their growing team, with a focus on supporting the Totara Learning Management System. They are a Platinum Totara partner, with customers from both the private and public sectors across the UK.   This is not a typical “helpdesk” or contact centre role. Their customers value them for excellent customer support and service, and they’re looking for applicants that can deliver this.

The key responsibilities of this role are: 

  • Provide first response support to queries submitted via the online helpdesk. 

  • Monitor the tickets on the online helpdesk, making sure they are resolved within service level agreement (SLA) and response times. 

  • Answer customer queries over the phone and email to enable users to utilise the Totara LMS more effectively.

  • Telephone customers to discuss and work through problems.

  • Occasionally provide support face to face with customers when they visit the office. 

  • Carry out internal testing for bugs, system updates and catalogue issues.

  • Liaise with Developers to ensure that bug fixes are implemented.

  • Work with the team to assist with customisations and client specific configurations.

  • Liaising with Learning System Consultants regarding the ticket status of their individual customers. 

  • Create training materials and advice pages within the online helpdesk to help customers use the learning management system efficiently

Key skills for this role include;

  • Working knowledge of a corporate LMS, preferably Moodle and /or Totara

  • Excellent problem-solving ability and thinking of ‘work-arounds’ on the spot.

  • Great customer service.

  • Excellent time management to manage own personal tasks

  • Knowledge of the UK healthcare sector would be an advantage

Ideally the successful applicant will have previous experience supporting a corporate learning management system.  You’ll need to demonstrate ‘on the spot’ problem-solving ability and create solutions and offer practical, easy to follow advice.

This post is full-time but we will consider part time or job share to engage with the right applicant. Salary will be dependent on experience and capability.

To apply, in confidence, please send your CV to Chris Chambury at TRF Technical, a specialist division of the Recruitment Fix.

Please note that we receive a high volume of applications.  If you have not heard from us within 5 working days please assume that your application has been unsuccessful on this occasion.

Contact: Chris Chambury
The Recruitment Fix Ltd
Duke Street Business Centre
Duke Street
OL15 8DL

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