Role: Support Desk User Duration: 6 months Location: Nottinghamshire Day Rate: £150p/d Job Type: 100% Remote Inside IR35 Role Overview :
We are seeking a highly organised and proactive Support Desk User to join a team and manage incoming support requests for a suite of job board websites.
You will play a crucial role in ensuring the smooth operation of platforms by responding to user tickets, communicating with internal teams, and ensuring service-level agreements (SLAs) are met for first response and issue resolution times.
The ideal candidate will have excellent communication skills, a customer-first mindset, and an ability to stay calm under pressure.
Previous experience in a support role or being a Support Desk User is beneficial but not essential and can work remotely .
Key Responsibilities :
Monitor and respond to incoming support tickets related to website issues from users of our job boards whilst working remotely.
Communicate with internal teams (via MS Teams or other collaboration tools) to address and escalate issues as needed.
Ensure tickets are handled in a timely manner, meeting or exceeding our targets for Time to First Response and Time to Resolution .
Troubleshoot basic website issues (e.g., job posting problems, user account issues, application tracking, etc.
), escalating to technical teams when required.
Maintain and update ticketing system with accurate notes, status updates, and resolutions.
Provide regular updates on ticket progress and priority to the team whilst working remotely.
Assist in testing and validating website functionality as part of the issue resolution process as a Support Desk User.
Assist in documenting FAQs and support procedures to help improve support efficiency.
Identify recurring issues and communicate potential improvements to the product and development teams.
Key Skills and Qualifications :
Excellent written and verbal communication skills as a Support Desk User Strong attention to detail and ability to prioritise and manage multiple tasks.
Ability to manage time effectively and meet deadlines in a fast-paced environment.
Prior experience in a customer service or support role is preferred but not essential.
Experience with ticketing systems as a Support Desk User whilst working remotely.
Basic understanding of website functionality and ability to troubleshoot user-related issues.
A problem-solving mindset and a proactive approach to resolving customer issues.
Knowledge of the job board industry or previous experience in a similar service environment is a plus.
Personal Attributes :
Customer-focused with a high degree of empathy and professionalism.
Adaptable and comfortable with changing priorities.
Strong organisational and multitasking abilities.
Team player with the ability to collaborate effectively across different departments.