Help Desk Support

We are currently looking for an organised and enthusiastic individual to join the Customer Support - Helpdesk Team. This role is ideal for someone with a strong background in customer service, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment.

You'll be the first point of contact for our users, helping them get the most out of the Thinqi Learning system by resolving queries, troubleshooting issues, and sharing feedback across teams.

No previous technical admin or development experience is required for this role, we are looking for someone who has a proactive attitude and a passion for delivering brilliant service., * Provide first-class customer support via our helpdesk (Zendesk) in a timely and accurate manner

• Support customers with Thinqi by responding to queries about the system, troubleshooting issues raised, and logging change requests with our technical team
• Guide new and existing users through the platform's features, delivering light-touch training and walkthroughs where needed.
• Monitor and manage support tickets, ensuring issues are acknowledged, tracked, escalated, and resolved according to SLAs.
• Take ownership of the FAQs, keeping content up to date and relevant based on frequent queries.
• Prepare weekly/monthly reports summarising customer issues and trends.
• Develop strong product knowledge to confidently handle queries and contribute to user help materials and documentation.

A Typical Day Might Include…

• Joining a daily stand-up with the Customer Support team to flag open issues and coordinate actions.
• Responding to support tickets on the helpdesk from customers needing guidance or troubleshooting.
• Attending a meeting with a customer on Microsoft Teams to support moving a ticket forward
• Co-ordinating with our internal Engineering and DevOps teams to investigate customer issues
• Liaising with the Customer Success and Delivery teams to find solutions to customer challenges
• Pulling a helpdesk status report to share across the business.
• Reviewing documentation or knowledge base articles and suggesting improvements.

• Previous experience in a customer service or support environment (ideally in SaaS, digital products or helpdesk settings).
• Excellent communication skills, confident on the phone, clear in writing, and good at listening.
• A friendly, people-first attitude, with the ability to stay calm and professional under pressure.
• A good understanding of IT tools and platforms (Microsoft Office, email/chat systems, ticketing software).
• Proven ability to prioritise and multitask effectively.
• Strong analytical thinking and creativity in approaching challenges and finding effective solutions.
• Thrives in a hands-on learning environment, with a proactive and curious approach to picking up new skills.
• Background checks: This role requires the individual to go through security clearance in order to work with some of our clients.

Desirable (but not essential)

• Experience of working with a helpdesk previously (e.g., Zendesk, Freshdesk, Intercom…)
• Familiarity with digital learning systems, edtech or software platforms.
• Interest in learning and development, education, or digital transformation.

We are Thinqi, a fast-growing learning technology company dedicated to providing world-class digital learning experiences globally. With our intelligent learning system, we're redefining how people and organisations learn and develop. Our system is trusted by national governments, global enterprises, and the NHS, serving over 25 million users worldwide.