Pearson is the world's leading learning company, with 40,000 employees in more than 80 countries helping people of all ages to make measurable progress in their lives. We have a simple mission: to help people make more of their lives through learning.
Pearson provides a range of education products and services to institutions, governments and direct to individual learners that help people everywhere aim higher and fulfil their true potential.
Pearson VUE is a business within Pearson PLC and is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centres in more than 175 countries. Pearson VUE’s Information Services and Technology department provides technical support to clients to help them successfully operate their Testing Systems software.
The first level consultant is responsible to provide technical support to VUE’s external clients to ensure they can successfully operate their VUE Testing Systems software. The appointed individual will provide outstanding customer service to all internal and external users of the VUE applications. Support will be provided via telephone, e-mail, instant messenger, and remote tools to ensure that users of the VUE applications receive the appropriate technical service required to achieve the best results.
CORE COMPETENCIES
SCOPE AND IMPACT OF JOB
Working closely with Pearson VUE’s external customers and installation team, Support Desk (Level 1) Technician acts as technical support and quality assurance point to VUE Testing Systems software installation and external customers.
Essential Experience & Qualifications
Education and Experience:
Graduate Degree required
2-3 years’ experience in Windows Application support
Customer service experience required
Fluent in both written and spoken English (Essential)
Bachelors/Associate degree strongly required
Excellent knowledge and experience in a customer focus environment
At least three years’ experience in a similar role
Excellent written and verbal communication skills
General knowledge of internet communication and networking configurations and troubleshooting
Must be able to actively demonstrate a logical and analytical approach to problem solving
Effective time management
Excellent conflict management skills
Excellent customer service skills
Experience and support of Microsoft Server/workstation operating systems and office applications
Experience with supporting software applications via telephone and using remote tools
Experience of supporting LAN/WAN connectivity related issues
General knowledge of networking configurations and troubleshooting
Quick learner and ability to adapt to new systems and operating environments.
Previous experience of living and working in the location/region.
Skills, Knowledge and Abilities:
Knowledgeable of Windows 7, 8, 10, and Server 2008, 2012 Applications required
Familiarity with Internet communications
Understanding of basic Network (NetWare/Windows NT) operations
Knowledge in WAN Interconnectivity
Excellent communication skills, especially listening skills
Effective planning and prioritizing skills
Strong customer service and following up skills
Ability to work in team
Adaptability and comfortable to change
Strong attention to details
Other (license/certification):
- Certification in either Microsoft or Cisco technologies would be advantageous.
PRIMARY RESPONSIBILITIES
Key Responsibilities
Maintain a professional and mature attitude toward customers at all times.
Provide telephone support for Client first level support group
Provide telephone support for network of colleges/ testing centres
Provide telephone and desktop support for internal employees
Serve as liaison between helpdesks within Americas, Asia Pacific (APAC) and Europe, Middle East and Africa (EMEA) offices
Provide technical support to VUE’s customers
Provide installation support of Testing Systems software
Results processing, monitoring and associated tasks
Retain ownership of problems until resolved
Help manage the support of applications and software for all users of the business applications.
Ensure that the highest service delivery is achieved, by meeting internal Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)
Keep management informed of significant changes in performance of applications
Look for opportunity to avoid operational trouble areas
Document procedures as necessary and submit knowledge base articles as needed.
Utilize Knowledge base tools to effectively trouble shoot issue with minimal 2nd level support.
Maintain accurate escalation documents following up on all issues from telephone calls, incidents or e-mail enquires
Meet call time goals for optimum productivity and department service level goals.
Support of business continuity plan.
All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility.
All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function. Full details of these policies and procedures are available on SharePoint.
Key Activities: Successfully complete any specific project work as directed by the team leader
Prioritize workload based on urgency and impact to customers and the business
Ensure superior customer service and technical support for internal and external customers of VUE applications
Ensure accurate recording of helpdesk calls using the company’s incident tracking systems
Assist all software release activity for all parties impacted
Support evaluation and implementation of new technologies
Escalating to global teams for system support issues
Work closely with other colleagues and teams to ensure proper process & procedures are followed
Actively manage missing results with sites and internal teams in a timely manner
Timely support and resolution of issues raised to the IT helpdesk by head office and remote users.
Escalation of issues to Second Level teams when necessary. Escalation of issues to Second Level teams when necessary.
Must be able to work full time flexible hours to meet demands of the business
Able to work in shifts
Occasional travel may be required to support client requirements.
Weekend/Weekday out of hours support requirement.
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Job: Contingent Worker
Job Family: CONTINGENT WORKER
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type:
Req ID: 23931
