Help Desk Support Assistant

We’re looking for someone to join our friendly help desk, assisting customers with technical support to use our assessment tracking software Insight.

Our ideal candidate has experience working with primary assessment data, is computer/software savvy and has excellent communication skills. You’ll need to be comfortable learning the ins-and-outs of our bespoke software package and the intricacies of primary school assessment policy, and have a genuine desire to help others.

Location: We offer hybrid working to suit you. Some of our team work entirely from home. Many prefer to work at our offices a few days each week or full time. Our help desk office is at Hayle, Cornwall. We also have an office in Doncaster.

Hours: Negotiable. Normal hours are: Monday to Friday, 9.00am – 4.30pm, with 30m paid lunch. Some work 8.30am – 4.00pm, some 9.30pm – 5.00pm. The role lends itself to term-time only working, but a full time option may be negotiated for the right candidate.

Salary: £26,750 pro rata. Progression to Senior Help Desk Support Assistant at £31,200 pro rata usually takes 12-18 months.

Holiday: 40 days/8 weeks a year (this is inclusive of public holidays should you choose to take them as holiday).

Start Date: January 2023

Who are we?

Established in 2007, we help schools make sense of assessment data through purposeful software and dedicated expertise.

Our main focus is “Insight”, our assessment tracking web app for primary schools. More than 2400 schools nationally use this service to track the attainment and progress of their pupils, and we’re growing every year. Our customers love the system and send us great feedback!

We place a high value on delivering an excellent experience for our customers. To us this means working hard to create a product which is simple to use, genuinely helpful and well supported. We want customers to feel that we’re easy to reach and have their backs. We’re here to help them feel confident using Insight and to make sure they’re using it to its full potential. Our help desk team plays a critical role in ensuring that our customer support is always first-class.

What you’ll be doing:

You’ll be joining our friendly first-line technical support team on the help desk, whose primary day-to-day role is to assist customers to use our assessment tracking software via phone and email. As you train with us, you’ll become an expert user of Insight and gain a thorough understanding of assessment policy in primary schools.

Customer support comes in all shapes and sizes. Sometimes you’re quickly helping someone log in, other times you’re explaining how a particular report works, and sometimes you’re interpreting the customer’s needs and configuring the system to meet very bespoke requirements.

You’ll be helping directly where you can, as well as liaising with our other teams when they’re better placed to help the customer (think sales and training, data processing and product development).

Who we’re looking for

We’re looking for someone who thrives on helping others succeed, and who works well in collaboration with others. You’ll combine excellent communication with being handy around computers and web apps.

You’ll need to be confident in your ability to apply your knowledge and experience to handle ambiguous information, making sensible judgement calls and figuring out what schools need. Good attention to detail and an investigative mind along with effective question skills are a benefit to this role.

You’ll need to be comfortable explaining things to people from different backgrounds – from understanding the needs of a technophobic customer to chatting through ideas for improvements with our developers.

You’ll be pro-active and self-motivated, with a willingness to drive your own learning, and you’ll be happy supporting colleagues and coordinating with team members in other roles and locations.

Ideally you’ll have:

  • Some experience working with primary assessment data;
  • A high level of computer literacy/internet skills – you’ll need to be comfortable learning to use and configure our online web app;
  • Excellent written and verbal communication skills;
  • Empathy and a drive to help others solve problems;
  • Conscientiousness and accuracy – attention to detail is a must;
  • A logical approach to problem solving;
  • Adaptability. Our system is ever-evolving to meet customer needs;
  • The ability to work under your own initiative with minimal supervision;
  • The ability to prioritise your workload and work to given timescales;
  • Discretion is essential, as you’ll be working with confidential data.

What we provide

We aim to provide a friendly, professional, relaxed, enjoyable and productive work environment where everyone feels respected, appreciated and challenged.

  • Team bonus scheme
  • Workplace pension, with matched contributions up to 15%
  • Training and budget for continuous professional development
  • Sit/stand desk and ergonomic chair
  • Free eye checks
  • Free snacks and drinks at the office

How to apply

Please send your CV, together with a cover note on why you’re the perfect candidate for the role, to team@equin.co.uk.

You’ll be invited to a short phone interview in the first instance, followed by an interview held over Zoom. You’ll have the chance to talk with our Help Desk manager, Team Co-ordinator and a Director about the role.

Closing date: Sunday 9th October 2022

Privacy

Please refer to our Privacy Notice for details on the data we collect through our recruitment process.