Job Vacancy
The Support Executive provides helpdesk support to all our staff working on-premise or remotely, and client users experiencing issues with their use of Passport.
The Support Executive provides internal support to users on;
Key Responsibilities
Salesforce
The Support Executive provides helpdesk support to all our staff working on-premise or remotely, and client users experiencing issues with their use of Passport.
The Support Executive provides internal support to users on;
- Desktop and laptop hardware and software (Microsoft environments)
- Euromonitor’s CRM and Sales Management system, Salesforce.
- First line issues with our bespoke applications - EMMA, Grinder and CMS.
- Passport, Research Monitor, and Passport Account Management.
- Online meeting software - GoToMeeting, used by a wide range of staff throughout the business to attend meetings and demonstrate concepts and software to clients and prospects.
- Euromonitor’s incident tracking system, Athena soon to be migrating over to BMC Remedy Force
- Trouble shooting issues with printers and avaya phones
- A good understanding of Active Directory and Microsoft Exchange
- Passport, the online market research subscription service accessed by world leading FMCGmanufacturers, retailers, investment banks, consultancies and universities.
Key Responsibilities
- Recording all interactions and communications and responding to user queries using Athena Ticketing system
- Maintaining ownership of user problems until a mutually satisfactory resolution is obtained.
- Escalating issues appropriately to other team members or other teams.
- Recording the details of investigations and fixes on the system.
- Highlighting persistent problems.
- Participation in team meetings.
- Providing first-line technical support for our PC/Laptop and network infrastructure.
- Telephone and email support of external users working remotely.
- Logging hardware faults.
- Basic Active Directory and Microsoft exchange knowledge.
- Support of email, content filtering and antivirus systems.
- Logging requests for IT equipment.
- Imaging and rollout of Windows based PCs and laptops.
Salesforce
- Administration of new and existing users.
- Answering user queries.
- Troubleshooting and escalating system issues
- Diagnosing and resolving IT issues for EMMA users.
- Testing and documenting suspected problems.
- Escalating issues appropriately to the Systems Team.
- Provide technical assistance for Passport subscribers.
- Configuring client subscription services based on instructions from staff.
- Training and assistance of staff in the use of Passport Account Management.
- Working directly with clients to resolve issues reported by phone and/or email.
- Communicating with clients and their associated IT departments.
- Monitoring of registered users to minimize unauthorized use of Passport.
- Housekeeping of the user list in consultation with Account Managers and Sales People.
- Working proactively to minimize the number of subscribers without any specific security mechanism, direct with clients.
- Advise Account Managers, Sales Reps and managers as appropriate of any potential
- Security issues at a subscriber and/or user level.
- Setting up, administering and troubleshooting user access to the system.
- Recording and responding to user queries regarding the use of the application.
- Testing suspected problems, escalating issues appropriately and providing advice to users.
- Testing of system changes to ensure smooth delivery of developments to users.
- Creating analyst profiles so they can report EMMA incidents.
- Ability to write and speak English
- Entrepreneurial spirit
- Demonstrated experience in a similar role with web-based systems
- Excellent communication skills - both verbal and written
- Excellent organizational skills Knowledge of MS Office/Outlook Experience of Windows 7 & 10
- Experience supporting a CRM system, especially Salesforce beneficial
- Experience of ITIL in a support environment would be an asset