Responsibilities
1. Digital Helpdesk.
· Responding to participant queries (tickets) across our digital systems. Owning the communication around, and resolution of participant queries end to end. Ensuring we are meeting expected client SLAs for first response and resolution.
· Generating collated FAQs and best practice as a result of exposure to common queries and issues
· Escalating and managing the resolution of technical bugs
· Building and maintaining relationships with our wider digital infrastructure to share information about quality issues or improvements with a view to continuous improvement.
· Using those relationships to ensure that you are well embedded and able to get answers and follow up on behalf of others.
2. Digital Support for internal teams.
· Supporting your BTS colleagues with well thought out information and resources relating to using our digital products.
· Assisting with user management and platform / product access as needed
· Being a key player in ensuring the Helpdesk team is a “one stop shop” for colleagues with any kind of digital query.
3. Journey Configuration Troubleshooting. You will be trained on our platforms in order to support teams queries related to
· Uploading and launching new programmes via our in-house digital systems
· User and access management on our digital learning journeys.
· Monitoring and promoting participant engagement.
· Data reporting for our consultants and clients from our platforms
· Updating online programs
· Pre-pilot, and post-release testing
Who we are looking for:
· Independent, a quick learner and comfortable taking on responsibility and testing new solutions and systems
· Digitally savvy, unphased by learning new systems and keeping up with a fast pace of incremental improvements and releases
· Organised, analytical and capable of working on multiple elements simultaneously, with exceptional attention to detail
· Highly pro-active; always a step ahead and on top of tasks at hand whilst keeping an eye on the long-term goals of a project
· Logical, methodical and process-oriented, and able to describe processes in a step by step, accessible way to others
· Strong communication, able to relay instructions and decisions clearly both verbally and in writing – professional level or written and spoken English
· Able to demonstrate workload prioritization, focus to tasks and personal time management
· A flexible attitude, unphased by unexpected change and ambiguity
· Experience in using Microsoft Office Suite is required (Outlook, Excel, Word & PowerPoint.)
· Experience using virtual meeting platforms (such as Zoom or Microsoft Teams)
· Strong IT troubleshooting skills
o Basic understanding of managed wireless networks
o Basic understanding of audio/video configuration
· A professional individual with a good sense of fun