First Line Support Agent

The On-Premise Software Support Agent (First Line) is the first point of contact for customers experiencing issues with locally hosted (on-premise) education software systems.

Requirements

• Respond promptly to support requests via phone, or ticketing system.
• Log, categorise, and prioritise incidents in the helpdesk system ServiceNow.
• Perform initial troubleshooting for on-premise software applications, including installation, configuration, and connectivity issues.
• Guide users through step-by-step solutions in a clear and professional manner.
• Escalate unresolved or complex issues to Second Line Support or relevant technical teams.
• Maintain accurate records of issues, resolutions, and follow-up actions.
• Assist in creating and updating user guides, FAQs, and knowledge base articles.
• Monitor system alerts and proactively address potential issues.

Benefits

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.
• Annual Leave – 20 days of annual leave, plus public holidays
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere.
• Life Insurance - 3x annual salary
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success