Job Description

Company & Role Overview

Our client is a registered charity in the health care sector seeking a Graduate to come and join their team as an IT On-boarding and Support Assistant. The aim of this role is to provide onboarding and IT support to successfully deliver the online clinical examinations. This role will be home based so it is important to have a quiet environment to work from, a reliable internet connection and IT equipment to work from.

The role will be a FTC  from 12th August - 17th September 2021. Working 18 hours per week based on shift patterns
 

Main Responsibilities

  • To deliver onboarding training to candidates and examiners
  • To develop a detailed understanding of the exam, how it is delivered online, the platform functionality and to be able to answer frequently asked questions from candidates and examiners
  • To talk candidates and examiners calmly through the system features and functionality
  • To proactively contact candidates by phone that have not turned up for their appointments
  • To talk them through the login process and conduct onboarding
  • To contact examiners to book appointments for them to go through the onboarding process
  • To troubleshoot and problem solve issues experienced during the onboarding process, for
  • example screen resolution, resolving audio, video and connection issues.
  • To answer inbound IT support inquiries received into the IT support helpline, diagnose
  • and resolve issues
  • To engage proactively in the IT support chat group during the exams period and follow
  • communication processes
  • To communicate clearly and concisely to the operations team regarding the status of resolving issues
  • To undertake any other duties related to the job purpose and which may be necessary in the college’s work
 

Requirements

  • IT based degree (Computer Science/ Information Technology etc.)
  • IT literate and comfortable getting up to speed quickly in using new IT software
  • Good knowledge and understanding of computer hardware and browser settings.
  • Able to adjust and optimise settings across a range of browsers and operating systems
  • Able to diagnose and resolve a range of basic IT issues with audio / video / screen resolution
  • Good verbal and written communication skills
  • Confident using the phone to communicate - some candidates will not have English as a first language and will be sitting the exam from overseas so clear, highly intelligible English speaking is essential
  • Ability to talk calmly through system features and functionality
  • Proactive and responsive in troubleshooting and resolving issues
  • Good customer service skills and a high level of professionalism

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recruitment@thegraduateproject.co.uk

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