Client Support

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Portico Consulting Limited

Only candidates eligible to work in the UK without a sponsor can be considered

Portico Consulting are seeking a client support professional to join our helpdesk team, providing first line support to our community of Quartz clients. The candidate will also be involved in administrative support for internal and external events.

Based at our offices just outside Woking, in Ripley, Surrey, the successful candidate will be educated to ‘A’ level standard or equivalent, will have excellent analytical skills, strong interpersonal skills and will have a real aptitude for problem solving.

Responsibilities

To provide 1st line telephone and on-line-based support to clients. This includes undertaking initial review, quality control and investigation of all logged SIRs (tickets) and, where possible, providing resolution or, where necessary, assigning them appropriately with analytical information, to 2nd and 3rd line support.

To provide customers with detailed, high-quality advice and guidance on the best use of all Quartz functionality and ensure that clients are fully exploiting both long-standing and newly introduced functionality. This requires developing and maintaining understanding of awarding organisations’ business processes as well as detailed knowledge of Quartz functionality and Quartz configuration to meet specific business needs.

To ensure the smooth running of the office, the orderly storage and replenishment of all office and technical equipment and consumables, and to provide administrative support for ad-hoc and routine internal and client-facing events.

To support, in a similar capacity, other members of staff in ad-hoc or routine tasks which may arise from time to time.

All training will be provided on the job.

Skills

Good computer skills (ECDL equivalent), familiarity with Microsoft Office – Word, Excel, Outlook, etc
Ability to provide clear instructions for clients, both written and verbal
Ability to communicate functional issues clearly and concisely
Excellent interpersonal skills
Excellent problem-solving abilities
Attention to detail and reliability
An ability to take end-to-end responsibility for assigned tasks

Future prospects

Portico is committed to identification of training needs through a system of appraisal and external as well as in-house training in line with organisation, statutory and personal development needs. Our 1st Line employees are trained internally on SQL, Report Builder and the Quartz system and, for the right candidate, there is opportunity to become involved in project management and be part of our development team.

Additional Information

The holder may be required from time to time to travel to client sites however, this requirement is rare for this role. This role reports into the Operations Manager.

To apply, please reply with an updated copy of your CV.

All candidates will be notified if their CV has been accepted or not.

If successful, candidates will be invited to a half-hour telephone interview with the next step being a face-to-face interview at our offices in Ripley. These interviews will take place in October 2019.

To apply for this job email your details to kerry.sherriff@porticoconsulting.co.uk