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Team:Service Desk
Location:Marlow, Bucks

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Prime Responsibilities

  • Confidently respond to incoming telephone enquiries, log and deal with appropriately. Escalate any enquiries that need further investigation in accordance with the Service Desk Escalation Procedure
  • Monitor, log and respond to incoming queries via email
  • Investigate low priority issues and escalate in accordance with Service Desk procedures
  • Ongoing self-development in the use of CIPHR products
  • Provide regular feedback to clients regarding outstanding calls
  • Provide assistance with Service Desk administrative tasks
  • Provide assistance to the Senior and Principal Client Support Analysts when requested
  • Assist in maintaining the client backup library in accordance with the sensitivity of the data
  • Adhere to Service Desk procedures and processes

Skills & Experience

The requirements of the role are:

  • Excellent communication skills
  • Good understanding of Microsoft core products
  • A thorough knowledge of CIPHR Products
  • To be self-motivated and capable of working without supervision
  • A broad understanding of human resource issues
  • The ability to remain calm under pressure and prioritise workload
  • A proven track record of problem solving skills
  • Database development experience
  • Ability to take ownership of problems
  • Excellent Mentoring Skills