Duties and Responsibilities: The Customer Services Helpdesk team provides an extremely important gateway. The advice and assistance given is integral to developing a mutually beneficial relationship with clients. The Customer Service Helpdesk works in partnership with the other departments to provide the best possible service to customers of Health Technology. The Customer Service Helpdesk position will include on-site training for new and existing customers. Training is usually only undertaken after the consultant has gained suffient knowledge of the software and appropriate training techniques.There may also be occasions when the CDS consultants are required to perform sales demonstrations to prospective new customers. A prerequisite for this role is a valid drivers license and no driving restrictions. WORKING RELATIONSHIPS The Customer Services Helpdesk will report to the CSD Manager and will work closely with other members of the Customer Services Team, the Technical Department and Software Department to support and achieve the overall performance objectivies of the Customer Services Department. Competencies Technical Proven experience and knowledge of operating systems. Familiarity with Microsoft Office applications. Proven experience and understanding of networks. A working knowledge of hardware componentry. Customer Service Total commitment to meet or exceed established agreed service. delivery levels, and exceed and manage customer expectations. The ability to report on related customer performance indicators. Planning and Organising Ability to plan, prioritise and manage projects and plans through to completion. Excellent documentation skills. Ability to work independently. Ability to work in a team to provide excellent customer service. Human Relations Must be capable of developing effective relationships with all levels of management and staff. Communication The ability to communicate effectively both orally and in writing. The ability to communicate effectively with people covering a wide range of technical and professional skills. A professional and courteous telephone manner. Personal Characteristics A high standard of presentation. A professional attitude. Energy - urgency. Frustration tolerance. Customer focus. Acceptance of diversity. Problem solving ability Good listening skills. Reliability - Dependability. Principal Accountabilities The Customer Services Helpdesk will provide advice and clarification to our clients - via the telephone, fax or email, relating to our applications and hardware where covered under contract.