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Helpdesk Analyst Location: Bracknell – 3 days office, 2 days from home Salary: £28,000 per annum + 2K bonus We are iHasco - your trusted provider for workplace eLearning. Turning dull lessons into dynamic learning for over 20 years. Our eLearning covers everything from Health & Safety, HR, Business Compliance and Soft Skills, all carefully crafted in-house by our team of experts. Our mission is to make eLearning brilliantly simple, helping businesses move faster, stay safer and build teams that are ready for anything. As part of Citation Group, we sit within a wider collective of businesses dedicated to supporting small and medium-sized enterprises across a range of essential services. We know that running a business means juggling a lot. Our mission is to ease these pressures by providing expertise, guidance, and solutions that enable business leaders to focus on what they do best. From HR and Health & Safety to Cybersecurity, E-Learning, and ISO compliance, we’ve got you covered. Citation has achieved strong growth through a combination of organic expansion and strategic acquisitions, continually broadening our expertise, services, and reach to create a one-stop shop that supports businesses across the UK, Canada and Australia. The role iHASCO is looking for smart problem-solvers who are detail-oriented, experienced and motivated to provide excellent service to our Clients and your iHasco colleagues. You will get to know the core features of our iHasco eLearning at an experienced level. The primary responsibility is to handle customer issues over the phone as well as through tickets, email and live chat. Technical Support must be able to identify the issue by troubleshooting and testing with the customer and work with the Development Team as needed, to resolve any issues to our customer’s satisfaction. You will have the opportunity to improve processes and customer experience by creating new knowledge about our product and providing your insights to fellow colleagues and the management team. We work in a very fast-paced environment so you will need to have good time management skills, be ready for challenges, be quick to learn and be proactive within the workplace. Crucially, you will need to be meticulous, have a pleasant, helpful manner and be able to deliver first-class customer support to not only our clients but in-house staff too. You’ll be working with a friendly, eager and committed group of people who appreciate a similar work ethic and a sense of humour! • Act as 2nd and 3rd line support - Provide professional technical support to iHasco clients via phone, Live Chat freshdesk and email updates and clearly communicating the outcome to clients and their iHasco Client Development or Customer Success Manager., • Understanding, Investigating and resolving technical requirements/ issues concerning client’s accounts, learners training or company software infrastructure., • Act as technical advisor on prospect calls supporting New Business colleagues as well with our Client Development and Customer Success teams to support our existing customers., • Provide guidance to customers how use SCORM files., • Meeting obligations of Service Level Agreements between iHasco and its customers., • Maintain a comprehensive and up to date understanding of the functionality and processes of iHasco systems in order to work efficiently and provide customers with solutions., • Providing cross functional feedback and insights to the teams on ways to better serve our customers and improve our product offering., • Become an expert in the iHasco product and helping others to do the same., • Become an expert in the wider Citation offering, along with its Altas platform., • Complete any reasonable ad-hoc requests as may be required on occasion. About you • Strong team player with a collaborative approach, • Multi-tasker with an ability to prioritise workload and problem solve., • Comfortable working with ambiguity and a commitment to gaining a full understanding of client situations., • Methodical approach to problem-solving and ability to use own initiative., • Results / customer satisfaction driven., • Discretion with confidential client information, • Proficient in Microsoft Excel and Word is essential., • Excellent communication skills – presentation, written and verbal are essential with both short-form (emails/chats) and long-form (documentation) What you'll need to succeed: • Previous 2nd or 3rd line customer support experience within a technical industry preferred., • Being familiar with creating screen recordings and voiceovers to demonstrate technical iHasco product features for existing clients would be desirable., • Familiarity with Jira is desired but not essential., • Salesforce working knowledge is desirable but not essential Here’s a taste of the perks we roll out for our extraordinary team members: 25 Days of Holiday + 8 Bank Holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays. Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU. Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness. Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family. Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.

Are you looking to benefit from a new career in Data Analysis? If you are detail orientated, perceptive, organised, competent, analytical and can communicate well with those around you; you could have a truly rewarding future as a Data Analyst We do this using our specialised Data Analyst career programme which looks to assist and place qualified candidates into a career pathway in Data Analysis. Please note this career program is designed for entry level individuals with limited or no experience, so please do not apply if you are already an experience Data Analyst as we will be looking primarily at entry level roles. Demand for Data Analysts has grown 20% year on year with experienced analysts easily commanding salaries of £50k+. All business decisions rely on data to ensure correct business decisions are made and therefore the role of the data analyst in the new digital world has become essential for business owners. Below are current average salaries in the sector for lower-level positions and fully trained Data Analysts: • Junior Data Analyst - £30,000, • Data Analyst - £50,000, • Business Data Analyst - £67,500, • Data Analytics Analyst - £80,000 The courses in the package have been identified by our recruitment partners as industry standards for the UK/European and International Data Analysis sector. Skills shortages across all sectors are increasing the demand for qualified, entry-level career seekers and career changers. Whether you are working full-time, part-time or are unemployed, this job and recruitment package has the flexibility to be completed at a pace that suits you and can be completed in a few weeks. Your job and career goals are completed in 4 easy steps listed below. Step 1 - CompTIA Data+ Qualification The first step is completing the CompTIA Data+ Qualification accredited by CompTIA. This professional international industry-recognised qualification teaches you the essential skills of a Data Analyst. You will cover skills such as data mining, manipulating data, visualising data, and reporting on data. Study time for the qualification is approximately 30 hours and qualification is achieved by completing a 1-hour multiple choice exam. The course is provided online and comes complete with exam simulators and revision tools. You will be provided with access to a tutor and a 1-hour online revision workshop prior to sitting your exam. This qualification will set you on a route to becoming a data analyst. Step 2 - Data Administration Training Data is extracted using various method which are normally IT driven. Therefore, we will provide you with access to the following additional courses to ensure you are suitably employable as a data analyst. • Microsoft excel - to expert level., • Learn SQL - the programming language used for extracting data from more complex databases., • Learn Python 3 - Python 3 is a simple to use programming language used by many analysts. Step 3 - Business Analysis Foundation Business Analysts and Data Analysts often work very closely together and indeed many Data Analysts become Business Analysts and vice versa. Adding a Business Analyst Foundation certificate will make you much more employable and enable you to cross over into business analyst roles and hybrid roles. Business Analysis Foundation accredited by the BCS (The British Computer Society also known as the Chartered Institute of IT). Study time for this course is approximately 15 hours and qualification is achieved through an online BCS exam. Step 4 - Recruitment Support Now you are qualified for an entry level data analyst position our recruitment support team will now begin collaborating with you to help you secure your first a suitable role based on your new qualifications and any other experience you may have. We have been helping candidates start and build careers in the project management industry since 2007 and have a 4.8 Trustscore on Trustpilot. Our Recruitment Support team will help you work through job applications, interviews and provide you with a full cv review based around your new qualification and written to maximise your chances of obtaining a role in the project management sector. They will provide you with guidance as to which roles our most suitable for you as an entry level project sector worker aiming to become a project manager. This will include mock job interviews as well as any help you feel you need. Our money back guarantee If after 1 year of passing your formal qualifications, we have been unable to help you secure a role, we will refund your study fees minus the cost of the exams. However, we are normally able to help candidates find their first role within 6 months of qualifying and for locations based close to major cities this is often reduced to less than 3 months. Check our testimonials from the hundreds of candidates we have already helped. What Now? To accommodate candidates, the training element of the package is available on finance terms of up to 1 year. This enables you to get qualified and start in your new role without having to fund all the training costs up front. Enquire now and one of our experienced Career Consultants will contact you within 4 working hours to answer any questions that you may have and to assist you in taking the first step towards your Data Analyst Career aspirations.

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