Service Desk Support

About us

MyKnowledgeMap is one of the UK’s longest established learning technology companies. We regularly win awards for innovation and continue to drive development of our products in new exciting areas. Our customers are mainly university medical and nursing schools and related healthcare organisations in the UK, Australia, USA, Singapore and other countries – and we are experiencing significant growth across all our target markets.

We are now seeking a dynamic and customer-focused individual to join our team as a Service Desk Support, primarily covering our Australian and Far-Eastern markets. The successful candidate will play a crucial role in ensuring the smooth functioning of our customer support operations.

What you will do:

• Customer Support

· Provide outstanding customer service by responding to inquiries and resolving issues in a timely, detailed and efficient manner.

· Efficiently manage and prioritise support tickets to meet service level agreements.

· Act as the first point of contact for customer support, ensuring a positive experience for our customers.

· Contribute to the development and updating of knowledge base articles for both customers and internal use.

• Problem Solving and Investigation

· Demonstrate an investigative/inquisitive nature to identify and analyse issues reported by customers.

· Collaborate with technical teams to troubleshoot and resolve complex software-related problems.

• Learning and Adaptability

· Quickly grasp and adapt to new functionality to stay up-to-date with the latest software developments.

What we are looking for:

· Excellent customer service skills, both written and verbally.

· Proven ability to multi-task and prioritise issues as required.

· Ability to learn and adapt quickly to changing functionality and features within a software product.

· An investigative/inquisitive nature.

· High attention to detail.

· Strong organisational abilities.

· Ticketing system experience would be favourable, for example Zendesk.

· Flexible to travel within Australia when required to meet with Customers or support meetings and/or exhibitions (if required).

· Flexible to start/finish later if required (notice will always be given).