IT Support - Helpdesk
Euromonitor International
London, United Kingdom
14d ago

Job Description

Brief Overview of the role :

The Support Team provides helpdesk support to all our staff working on-premise or remotely, and client users experiencing issues with their use of Passport.

  • The Support Team provides internal support to users on;
  • Desktop hardware and software.
  • Euromonitor’s CRM and Sales Management system, Salesforce.
  • First line issues with EMMA, CMS, and Grinder.
  • Passport and Passport Account Management.
  • Online meeting software, used by a wide range of staff throughout the business to attend meetings and demonstrate concepts and software to clients and prospects.
  • Euromonitor’s incident tracking system, RemedyForce
  • External support is also provided to clients on Passport & Research Monitor.

    The Support Team Executive will be based in the London office and report to the Support Team Manager, also based in London.

    A key part of the role is to ensure that all details of issues logged are recorded on the support system, so that all users of the global support team can see what activity has occurred on a ticket.

    The Executive takes responsibility for resolving first and second line issues whenever possible. An important element of the role is communication with internal users, the rest of the team and clients to ensure that they are up to date with progress on request

    What are we looking for?

  • Excellent communication skills - both verbal and written.
  • Demonstrated experience in a similar role with web-based systems.
  • Excellent organizational skills.
  • Experience in training on various IT related subjects.
  • Knowledge of MS Office / Outlook.
  • Experience of Windows 7 and 10
  • Experience supporting a CRM system - especially Salesforce - beneficial.
  • Experience with Windows servers would be beneficial.
  • Experience of ITIL in a support environment would be an asset.
  • To be successful in this role you will have some or all of these skills : Remedyforce, first line support, ITIL, Salesforce, IT Support

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