The successful candidate will provide support for PA’s internal IT and telephony systems, as well as providing support to external clients for applications developed by PA. The Global Helpdesk is the main point of contact for all IT and telephony problems, supporting a 3000+ User-base globally for PA, and for a number of external Client Users. Support is provided in the Cambridge office between 07.00 – 23.00 and there is an expectation for all analysts to take part in covering these hours on a shift rota.
The role involves taking calls and e-mails from the user base, diagnosing the nature of their issue, recording them within the Call logging application and resolving them at first point of contact wherever possible. We work to SLA’s and place service delivery as our top priority.
We look to develop analysts skills and there will be opportunities to configure laptops and work within traditional 2nd line environments. PA will provide a chance to explore future career paths, you will also be involved in project work and have an opportunity to attend training courses.
Candidates should demonstrate a high degree of multi-tasking and organisational skills. A keen customer focus and dedication to troubleshooting will be paramount. You should be flexible in order to respond to an ever-changing environment and support needs. We will be looking for excellent interpersonal skills and professionalism, along with enthusiasm and self-motivation. You should demonstrate initiative, patience and adaptability.
Candidates will be required to work on a shift pattern. There may also be a requirement to travel to our London office from time-to-time.
Technical knowledge and competency are assumed, along with supporting qualifications. High standards of verbal and written communication skills will be required, encompassing face-to-face, telephone and email contact. Problem solving under pressure, and the ability to listen and discuss with non-technical users will be essential. Teamwork and customer service is key, so experience within a similar helpdesk environment would be preferable.