Digital Helpdesk Support Executive

McCann Erickson
07 Sep 2018
04 Oct 2018
Contract Type
Full Time

As part of the McCann’s Digital offering, our clients have the opportunity to take up a support contract servicing their day to day needs for corrective maintenance work, content upload, release management and user support, via our dedicated Help Desk.

Integral in the ongoing support and retention of our clients, the Help Desk focuses on the support of websites, web applications and related digital services which have been through the McCann Digital project teams.

The Help Desk team work together very closely to quickly resolve any issues raised by our clients, as well as responding to requests for changes or general user support. The ability to communicate effectively within the team as well as with our clients, internal colleagues in Digital and the wider McCann Central business is imperative.

On a day to day basis, the Helpdesk Support role responsibilities cover:

  • Providing efficient first line support both via phone and electronically to troubleshoot client queries
  • Resolving client queries and issues using the Help Desk knowledge bank and liaising with in house development teams
  • Obtaining and evaluating all relevant information for client queries to enable investigation
  • Investigation and estimation of client requested updates or changes
  • Organising Help Desk workflow to meet customer timeframes and agreed SLAs
  • Preparation and distribution of client status reports
  • Carrying out website testing across multiple browsers and devices
  • Managing client website releases
  • Developing a close working relationship with the Account Management, Project Management and Development Teams to ensure quick and efficient resolution of all client queries
  • Responsibility for communication on the completion of a fix back to the client and/or original stakeholder and closing the issue
  • Building up internal documentation and FAQs
  • Accurate accounting of time
  • Accurate logging of client calls, especially against agreed SLA’s allocated in support contracts
  • Supporting the Helpdesk Manager’s objectives around analysis and reporting
Essential Skills
  • Analytical thinker
  • Excellent communicator, confident with verbal and written communication
  • Able to construct logical, structured verbal and written communications, tailored to the audience
  • Highly motivated to provide good client service and experience
  • Confident with strong interpersonal skills
  • Strong attention to detail
  • Excellent organisational skills
  • Very strong stakeholder management
  • Team Player
  • Punctual
  • Willingness to learn new technologies and platforms
  • To be able to communicate technical issues in non-technical language
  • To remain calm, courteous and professional when dealing with issues
  • Comfortable communicating to clients whose first language may not be English
  • Awareness of cultural sensitivities when dealing with clients

Desirable Skills and Experience

  • Understanding of website release processes
  • Ability to undertake and own discrete pieces of work to support a campaign initiative on behalf of clients, across the whole of their digital platform
  • Working knowledge of Content Management System platforms (e.g. Sitecore, WordPress, Umbraco)
  • Working knowledge of Jira ticketing system
  • Experience of customer support in a Digital environment

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