Helpdesk Support Agent

Helpdesk Support Agent
📍 Milton Keynes (Remote Support Role)
💰 £15.05 per hour
📅 Start Date: 20th April – July/August
🕒 37.5 hours per week | 7.5 hours per day | 5 shifts per week
⏰ Shift Patterns:
Weekdays: 08:00 – 15:30, 09:00 – 16:30, 13:30 – 21:00,12:30 – 20:00
Weekend Shifts (part of the rota): 09:00 – 12:30, 10:00 – 14:00, 09:30 – 16:30

Pertemps are delighted to be recruiting on behalf of AQA for Helpdesk Support Agents to join their friendly, busy, and supportive technical helpdesk team. This role is ideal for someone who enjoys technical troubleshooting, helping people, and staying calm when supporting remote users working to tight deadlines.

⭐ About the Role
As an Helpdesk Support Agent, you’ll provide professional phone and video support to examiners working from home who use AQA’s bespoke software. You’ll help resolve a wide range of technical issues, from software queries through to PC, connectivity, and system‑conflict troubleshooting.
You’ll work with examiners who have mixed levels of computer experience, so patience, clarity, and good listening skills are essential.
Full training is provided, covering:
✔ Customer support
✔ Processes & procedures
✔ Phone handling
✔ Team collaboration
✔ Bespoke software training

🔧 Key Responsibilities

• Provide phone/video technical support to remote examiners.
• Troubleshoot issues relating to AQA’s e‑Marker® software.
• Diagnose PC/laptop issues including wireless, firewalls, antivirus, and software conflicts.
• Guide inexperienced users through step‑by‑step solutions calmly and clearly.
• Log issues accurately with clear and detailed notes.
• Produce simple technical reports or documentation when needed.
• Work independently and proactively meet support deadlines.
• Collaborate with the wider helpdesk team to share ideas and solve recurring issues.

✔️ What We’re Looking For

• Excellent verbal communication, listening, and note‑taking skills.
• Patient, customer‑focused, methodical, and accurate.
• Ability to remain calm under pressure.
• Strong understanding of:
  • Microsoft Windows
  • PC/laptop functionality
  • Internet connectivity
  • Wireless troubleshooting
  • Firewalls & antivirus
  • Software conflict problem‑solving
• Methodical approach to analysing issues and gathering facts.
• Ability to work independently without close supervision.
• Strong teamwork and interpersonal skills.
• Competent with:
  • Windows Explorer
  • Edge
  • Outlook
  • Excel
  • Word
  • Teams
  • Quick Assist
  • Snipping Tool
• Great time‑management and a willingness to learn new processes and software.

🎓 Why This Role Matters
AQA examiners rely on the helpdesk to keep marking on track. Your patience, support, and technical skill will help them meet vital marking deadlines — supporting the fairness and accuracy of the exam series.

📩 How to Apply
Send your CV to: aqa@pertemps.co.uk