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Technical Support Administrator

Salford, Manchester
Remote Working
Remote Working
Job Type
12 Sep 2022
Helplines System Administrator (Technical Support) option to work from home, with occasional travel to an office required. This is an exciting opportunity to join the team responsible for the smooth operation of two major helplines, the NSPCC Helpline and Childline, in a role where you ll use your administrative skills and ability to support with technical queries to make a positive difference to the lives of many children and young adults across the UK. About Us The NSPCC s purpose is to prevent child abuse and neglect across the UK. This is delivered through a range of initiatives, including via two major national helpline services, NSPCC Helpline and Childline. This Helplines System Administrator role sits within our Helplines Operational Support Team (HOST), which exists to provide advice, guidance, and support for Childline and the NSPCC Helpline. Our team work with a wide range of stakeholders from volunteers to trustees, offering a single point of expertise in workforce planning and development, technical system support, performance reporting and data insight. The Role - Helplines System Administrator (Technical Support) Working closely with the Helplines Support Desk Manager, you will be the face of HOST as you provide 1st line front-end system administration support for both helplines during office hours. Your duties will include: Supporting technologies including contact centre and case recording applications, website services, workforce planning systems and reporting tools Becoming the first contact for system user issues, queries and requests via email, phone, and our online portal Supporting with the swift resolution of live support issues or fulfilment of system change requests Developing and maintaining relationships with helpline colleagues Making recommendations to improve the support offered from the service desk Undertaking data cleansing or data entry activity Escalating issues to the 2nd Line Team as appropriate Our Requirements - Helplines System Administrator (Technical Support) Experience gained using business information systems, applications, and reporting tools (e.g., Salesforce, Microsoft Dynamics, Genesys, Three Rings, etc.) Knowledge and ability to support with technical queries before escalating to 2nd Line Teams for investigations Demonstrable problem-solving skills A passion for delivering excellent customer service Excellent computer literacy skills Superb communication skills, both written and verbal The Package Salary of £19,000 plus a home working allowance of up to £500 per year or London Weighting allowance where applicable Permanent contract, working 9am to 5pm Monday to Friday Option to work from home, or combine this with working from one of our Childline / Helpline / NSPCC offices in the UK (occasional travel to an office is required) Generous annual leave, starting at 29 days per year plus bank holidays Pension, life assurance and access to the NSPCC Employee Assistance Scheme A wide range of discounts and promotional offers on everything from meals out to mobile phones and household appliances Family friendly policies including paid parental and carers leave Bicycle and Season Ticket Loans Staff volunteering opportunities Access to wellbeing initiatives and many more perks You will have the option to work from one of our Childline / Helpline offices, with locations in Manchester, Prestatyn, Birmingham, Leeds, Cardiff, London, Aberdeen, Glasgow, Belfast, Foyle, Nottingham, and Liverpool. All applications for this Helplines System Administrator (Technical Support) vacancy are to be submitted online, and strictly no agency calls or agency CV submissions
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  • Job Reference: 710448876-2
  • Date Posted: 12 September 2022
  • Recruiter: NSPCC
  • Location: Salford, Manchester
  • Remote Working: Some remote working possible
  • Salary: £19,000
  • Bonus/Benefits: option of hybrid working
  • Sector: I.T. & Communications
  • Job Type: Permanent