This job is no longer available.
You can view related vacancies or set-up an email alert notification when similar jobs are added to the website using the buttons below.

Head of Helpdesk

£ 45,000 - £ 45,000 per a:1:{s:8:"en_title";s:6:"annual";}
 

Job Description

Role Overview

Our client is currently in the market for a Head of Helpdesk to come and join their busy team! The successful candidate will support the Helpdesk agents, ensuring that resources are optimally deployed, and act as the point of escalation for clients as well as manage the escalation of challenging tickets that require additional technical input from other teams.

Responsibilities

  • Providing overflow assistance to clients via phone, webchat, and email
  • Manage the escalation process for tickets that require technical input
  • Conduct refresher training sessions for our clients and provide training for newly onboarded contractors (both over the phone and online)
  • Manage team resources to identify busy periods on phone, email, and chat
  • Identify opportunities for software automation to reduce support intervention where unnecessary
  • Act as an escalation point of contact for unsatisfied customers
  • Direct line management of 6 individuals in the Customer Support team (which may expand)
  • Assist the team in investigating and documenting live bugs and issues to be escalated
  • You will work on becoming a Super User for all our products (training will be provided)
  • Ensure the team is up to date on their product knowledge, and document troubleshooting guides as necessary for new features
  • Monitor, measure, and manage team performance to meet client SLA and company KPIs via Zendesk reports
  • Escalate large client projects to the customer success or implementation team
  • Adhere to our ISO 27001 guidelines to safeguard our brand.

Requirements

  • Excellent written and verbal communication – you will be in control of the public voice of the company to our customers
  • Data management and analysis skills, such as use of Excel
  • Quick and avid learner (and continue to learn) new software quickly.
  • Experience in a Leadership role – you need to be able to delegate complex issues and explain, coach and train the team to investigate and resolve problems themselves

Benefits

  • Competitive salary and performance-based bonuses
  • Comprehensive health insurance coverage
  • Generous vacation and paid time off
  • Retirement savings plan with company match
  • Professional development opportunities and training programs
  • Flexible work schedule and remote work options
  • Fun and inclusive company culture with regular team events
SIMILAR JOBS
  • Senior Test Analyst

    Company and Role Overview 

    The Senior Test Analyst is tasked with designing and implementing various software testing procedures across the agile development lifecycle of revenue, online, and corporate systems. This role requires providing specialized knowledge to ensure that the software developed aligns with the quality standards and expectations of stakeholders within the company.

    Main Responsibilities 

    • Supervising a team consisting of 2-3 Junior Test Analysts with a budget allocation of up to £150k
    • Collaborating with Technology Development and stakeholders to ensure thorough testing of all software, guided by senior test members using Agile methodologies
    • Developing test cases and implementing the test strategy based on predefined testing methodologies, ensuring alignment between testing procedures and the specified requirements and acceptance criteria
    • Prioritizing automated test procedures over manual testing whenever possible and more effective
    • Evaluating Non-Functional requirements and collaborating with Architects to contribute insights for the Non-Functional test strategy

    Requirements 

    • Preferred qualifications include a degree in a relevant field or certification in systems testing
    • Proficient in systems testing technologies and methodologies, with a focus on Agile practices
    • Possesses strong analytical abilities, problem-solving skills, and meticulous attention to detail
    • Familiarity with programming languages such as C#
    • Vast experience in working collaboratively with software development teams in multi-vendor settings to iteratively deliver systems that undergo efficient and high-quality testing
  • IT Support Executive

    Company and Role Overview 

    This newly established position will supervise our outsourced IT partnerships and spearhead the execution of internal IT initiatives throughout the organization. It presents an excellent opportunity within a nurturing work atmosphere to assume leadership of the IT function, aiding our expanding staff in managing their IT needs whether they are working remotely or in the office. The role entails overseeing daily IT operations, providing support for software and hardware, conducting IT inductions, and facilitating home office setups. Primarily stationed at our London and Surrey offices, there is flexibility aligned with our hybrid working approach. The position reports to the Head of IT & Marketing and will collaborate closely with our Operations Director, Chief Operating Officer, and external IT support provider, Krome Technologies. We seek a candidate showcasing a robust work ethic, excellent communication abilities, high productivity, and a commitment to delivering exceptional client service. This role is ideally suited for someone who is hands-on, pragmatic, and naturally tech-curious, capable of working autonomously with confidence. Essential qualifications include prior experience in a fast-paced, demanding setting.


    Responsibilities 

    • Overseeing IT tickets and coordinating with our outsourced IT provider to ensure timely resolution within agreed KPIs, including appropriate escalation when necessary, and handling related communications with users
    • Handling maintenance and support for mobile devices, working closely with third-party support providers and managing internal support matters
    • Administration of IT invoices
    • Ensuring timely completion of key deadlines and delivery of key priorities; organizing coverage/providing comprehensive handovers in case of absence potentially impacting delivery deadlines
    • Oversight of domain management
     

    Requirements 

    • Possess at least 3 years of hands-on experience in IT project support roles, including collaborating with third-party IT support
    • Demonstrated involvement in managing or executing IT projects
    • Previous experience within a comparable-sized organization would be beneficial, along with familiarity working in the financial services sector
  • Private Client and Technical Administrator

    Company and Role Overview 

    To offer technical administrative support to the Private Client Director and Private Client Adviser within a successful team, while closely collaborating with the Senior Private Client Administrator. This dynamic position involves assisting the Private Client Director in delivering exceptional holistic financial planning services to both new and established clients. It is ideal for a self-motivated and experienced IFA administrator who thrives on proactive and collaborative work within a small team. The role presents an excellent opportunity for a candidate who is either partially or fully Diploma qualified and has aspirations to progress into a technical paraplanning role in the medium term. The right candidate will have access to our internal paraplanner training program.
     

    Responsibilities 

    • Get ready for and participate in client meetings as needed, making thorough written records and handling any administrative or technical tasks afterward
    • Address intricate and technical client inquiries under the guidance of the Private Client Director
    • Maintain precise client records in internal systems (iO and Volume), encompassing all written and electronic correspondence with clients and providers, as well as meeting notes
    • Address client inquiries promptly and professionally
    • Adhere to risk profiling protocols, documenting risk profile scores in iO and saving profiles to the DMS


    Requirements 

    • Possess a minimum of 2 years of experience in the independent sector of the financial services industry, specifically in a pertinent administrative capacity with direct engagement with high-net-worth clients
    • Demonstrate outstanding IT aptitude and written communication abilities, displaying expertise in utilizing Microsoft Office suites
    • Proficiency in Excel would be beneficial
    • Possession of relevant industry qualifications, preferably including at least one R0 exam, would be highly advantageous