Job Description

Onefile a Harris Computer company, is seeking an Operations Analyst on a full-time, permanent, hybrid working basis with a minimum requirement of 2 days in the Onefile offices in Manchester.

Shifts covering between 8am and 10:30pm (Home working when working until 10:30pm) Additional pay is provided when working the shift until 10:30pm.

The Operations Analyst will be accountable for providing exceptional first-line support to customers, managing daily administrative tasks, and ensuring the effective operation of day-to-day issues. They will provide primary support over emails, tickets, calls and live chat, possess excellent communication skills, proficiency in office software, and a customer-centric approach. Enquiries will range from basic questions about the product to basic troubleshooting of bugs and software issues.

We strive to delight our customers with every interaction they have with our team. The team use industry leading Helpdesk software to manage large volumes of customer enquiries, across many channels, through one interface. We also create and maintain user guides, help articles and videos to ensure customers have as much information at their fingertips as possible.

Responsibilities & Duties:

• Prioritise, manage, and multitask completing issues based on impact on the end user, customer urgency, length of outstanding issue, and sensitivity.
• Respond to and resolve customer enquiries, maintaining excellent standards of service and customer experience.
• Triage incoming support requests to the appropriate departments.
• Troubleshoot common issues and problems within the products.
• Escalate enquiries where necessary and manage customer expectations around escalated issues.
• Work with the Technology team to resolve escalated issues.
• Maintain a positive and professional demeanour while addressing client concerns and issues.
• Develop and update supporting materials and guides.
• Manage office supplies and ensure a well-organized work environment.
• Provide administrative support, as needed.
• Act as an ambassador for Onefile

Requirements:

• Bachelor's degree in Business Administration, IT, or relevant experience.
• Proven experience in administrative roles or customer support.
• Knowledge of general IT and software.
• Advanced troubleshooting skills.
• Experience of managing support tickets, ideally IT support tickets.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Excellent communication skills, both written and verbal.
• Strong customer service ethos.
• Proven organisational and multitasking abilities.
• Ability to work well as an individual and as part of a team.
• Ability to adapt to a fast-paced and dynamic work environment.
• On a rotational basis, participate in a rota to meet the IT support hours needed for overseas clients

The successful incumbent will be measured on customer satisfaction, first contact resolution, response and resolution times and internal quality ratings, amongst other areas.

Why Join Onefile?

Onefile is the leading learner management platform and pioneer of the first Eportfolio software. Onefile’s platform streamlines workflows, unlocks funding, and enables education and training providers to achieve higher learner success rates at pace and at scale.

With award-winning software and outstanding service, Onefile is trusted by 650+ public and private organisations to support a wide range of qualification programmes, including apprenticeships, and has helped over 2.3M educators and learners achieve their goals.

We are a growing £12m ARR scale-up, with ambitious plans to reach £25m ARR in the next 3–5 years.

Benefits

• Harris offers an extremely competitive UK employee benefits programme.
• Salary: £26,000 + shift allowance
• 25 days holiday
• 5 Personal Days leave entitlement
• An annual Lifestyle Reward amounting £325 per annum/pro rata.
• Private medical and dental care
• Employee Share Ownership Plan

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. When applying, please make us aware on your application of any adjustments or additional support we can provide you with before or on the day of an interview.