Agora Helpdesk Resource

Freestyle TS, based in Hook (Hampshire) provides IT Support and Cloud Services to small and medium sized businesses. We are currently recruiting a dedicated resource for one of our larger customers.

Role Overview

We are looking for an Agora Helpdesk resource to provide dedicated first-line support for users of Cellnex's Agora platform.

Agora is Cellnex's bespoke web portal used by Cellnex customers and internal users to manage access requests for Cellnex sites, enabling engineers and contractors to gain the appropriate access required to undertake engineering works.

The Agora Helpdesk acts as the first point of contact for users requiring assistance with the platform. The role is focused on providing efficient, accurate and professional support across a high volume of requests, primarily through Cellnex's SMAX ticketing system, alongside telephone support where required.

About the Role

This is a process-driven support position rather than a traditional technical IT Helpdesk role.
A large proportion of the day involves reviewing, resolving, updating and correctly routing support tickets.

The role suits someone who is comfortable working through a busy ticket queue, communicating with a wide range of users and following established processes accurately and consistently.

Key Responsibilities

The Agora Helpdesk resource will be responsible for:

• Acting as the first point of contact for Cellnex customers, contractors and internal users requiring support with Agora.
• Creating and configuring new Agora user accounts.
• Assisting with account access issues, including password and MFA resets.
• Troubleshooting common Agora login, account and user-related issues.
• Helping users navigate and use the Agora platform, including providing guidance on creating and managing site access requests.
• Investigating why users may be unable to locate or select engineers within Agora and identifying the appropriate next steps.
• Recognising accreditation-related issues and directing or transferring requests to the appropriate Cellnex Accreditation team.
• Identifying requests outside the Agora Helpdesk's remit and ensuring they are transferred or escalated to the appropriate Cellnex team.
• Managing a high volume of requests through Cellnex's SMAX ticketing platform, maintaining accurate ticket records and progressing requests efficiently.
• Providing telephone support where required, talking users through straightforward issues and explaining relevant processes.
• Escalating technical or back-end Agora issues to the appropriate Cellnex Corporate IT teams.
• Building and maintaining a strong working knowledge of Agora, Cellnex site-access processes and the responsibilities of the different teams supporting the service.

Skills and Experience

Essential

• Strong general IT skills and confidence using web-based systems and applications.
• Strong customer service and communication skills, with the ability to deal professionally with a wide range of users.
• Strong written communication skills, with the ability to provide clear and concise responses by email and through support tickets.
• Confident and professional telephone manner.
• Ability and willingness to quickly learn new systems, processes and terminology.
• Ability to work efficiently and accurately in a high-volume environment.
• Strong organisational and time-management skills, with the ability to prioritise and progress a busy workload.
• Good problem-solving skills and the ability to carry out basic troubleshooting.
• Strong attention to detail when creating accounts, updating records and handling user requests.
• Ability to follow established processes consistently while recognising when an issue needs to be escalated or passed to another team.
• A proactive approach to work, with the ability to remain productive and work through requests at pace.
• A customer-focused approach and the patience to assist users with varying levels of technical knowledge.

Desirable

• Previous experience in a helpdesk, service desk, customer support or administrative support environment.
• Previous experience using an ITSM or ticketing platform such as SMAX, ServiceNow or similar.
• Previous experience providing support for a web-based application or customer portal.
• Experience with user account administration, password resets or multi-factor authentication.

Job Type: Full-time

Pay: £23,000.00-£25,000.00 per year

Education:

• GCSE or equivalent (preferred)

Experience:

• Helpdesk/Support: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: Hybrid remote in Hook RG27 9GR