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.
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?
To be successful in this role you will have some or all of these skills : Remedyforce, first line support, ITIL, Salesforce, IT Support