PISA Helpdesk Support Agent

The PISA Helpdesk Support Agent will be responsible for providing front-line support and customer service to national centres participating in the PISA 2025 programme. Reporting directly to the Helpdesk Manager, the role will play a pivotal role in ensuring the timely resolution of technical issues and enquires, maintaining high levels of customer satisfaction, and contributing to the overall success of the PISA Helpdesk operation.

The PISA Helpdesk will operate on a rota basis, between the hours of 8am to 6pm, Monday to Friday. Some weekend work may be available, depending on the needs of the business and project. This will be a remote role, with the requirement for in-person training in the first week of employment (location to be decided upon).

This is a temporary post initially for 9-12 months to be based from home in United Kingdom primarily supporting the PISA 2025 Programme Office. Flexibility is required to work unsocial hours at times (particularly between the hours of 7am and 9am). Flexible working will be considered.

Position Context

ACER is an education research and development organisation providing expert advice and services in assessment and learning to a number of government and non-government organisations in the UK and the EU including the OECD, the Standards and Testing Agency and the British Council. ACER is regarded as one of the world’s leading expert organisations in assessment and promoting innovation in learning for all ages.    

 ACER UK is a wholly owned subsidiary of The Australian Council for Educational Research which is an international, independent, not-for-profit educational research and development organisation based in Australia. More than 400 staff work for the ACER group of companies in Melbourne, Adelaide, Sydney, Brisbane, Perth, Dubai, New Delhi (ACER India), London, and Jakarta. 

Position Accountabilities

• Provide first-line customer support to users via a dedicated ticketing system in accordance with established service level agreements (SLAs).
• Troubleshoot and seek further details on issues related PISA assessment administration, software applications, and digital platforms.
• Accurately log and document all support interactions, including issue details, troubleshooting steps, and resolution outcomes, in the PISA Connect ticketing system.
• Escalate complex or unresolved issues to second line support for further investigation and resolution.
• Maintain a thorough understanding of PISA procedures, technical specifications, and support resources to effectively address user enquires and concerns.
• Collaborate with internal teams and technical experts to expedite issue resolution and minimise impact on PISA operations.
• Communicate with users in a clear, courteous, and professional manner, providing timely updates and follow-up until issues are fully resolved.
• Assist in the development and maintenance of user documentation, knowledge base articles, and training materials to enhance the Helpdesk.
• Contribute to continuous improvement initiatives by identifying opportunities to streamline support processes and enhance service delivery
• General administrative duties including support on other projects as required
• Work effectively as a team member to provide customers with the highest quality of customer service.

Knowledge, Skills & Attributes

 Essential

• Prior experience in a 1st line customer service role.
• Exceptional customer service skills, both written and verbal.
• Strong communication skills, with the ability to convey technical concepts to non-technical users effectively. 
• Excellent problem-solving skills, with a methodical approach to issue assessment.
• Ability to work independently and collaboratively in a fast-paced, evolving environment.
• Experience with ZenDesk/ Microsoft Teams/Microsoft Sharepoint
• Extensive experience with Microsoft Office (Excel, Word, PowerPoint)
• A continuous commitment to delivering high-quality customer service and exceeding user expectations.
• Availability to work between 8am to 6pm Monday – Friday.

Desirable

•  Experience with ITIL aligned service desk processes such as incident management, problem management, knowledge management (ITIL qualification a bonus).
• Familiarity with helpdesk ticketing systems (e.g., Zendesk, JIRA).
• Prior experience in an educational support or assessment environments.
• Extensive history of customer service roles.
• Located in Central Belt of Scotland.
• Experience with Microsoft PowerBI.

Salary and Benefits

•  £33,566 per annum pro rata
• 17% employer contribution to pension
• Yearly increment
• 20 days annual leave per year (pro rata for part time employees)
• 8 bank holidays per year
• 2 additional discretionary paid leave days per year
• Additional paid leave between 25 December and 1 January
• 20 days’ personal leave per year
• Ongoing professional development opportunities
• Flexible work arrangements
• Free and confidential counselling service for employees and their family/household members
• Free flu jab
• Employer Supported Volunteering Scheme
• Subsidised gym membership
• Season ticket loan
• Social events

Applicants must have the legal right to live and work in the United Kingdom.

Applications close at 23:59 on Tuesday 7 June 2024 (BST).