Support Service Desk Consultant

Andy File Associates Limited are working on behalf of their client as a recruitment agency with regards this permanent vacancy

Support Service Desk Consultant

Outline Role:-

Our client requires 2nd line support personnel to provide service desk assistance to enable the delivery of excellent software support services to external clients.

The ideal candidate will be inquisitive, thorough and tenacious with a strong desire to succeed in a challenging environment. This is not simply a customer service or IT Service Desk role, the successful candidates will enjoy a varied and complex role and will be required to work a rolling shift pattern comprising of Monday – Friday 9.00 am – 5.30 pm with 2 out of every 8 weeks working the US shift of 17.00 pm – 01.30 am (£100 per week additional payment for the US shift).

Responsibilities:-

The responsibilities of this role are significant and wide ranging, below are detailed the responsibilities and consequently the deliverables required of the ‘Service Desk Consultant’.

Day to Day activities

a) Having daily contact with the Service team members providing good communications Upward reporting of progress and problems to the Service Desk Team Leader
b) Using problem solving skills to communicate with customers and negotiate on operational challenges and issues with the application
c) Influencing and advising customers on standard ways of achieving changes to their needs
d) Being a self-starter and able to work independently or as part of a team to identify possible solutions
e) Logging and investigating issues/requests and providing first/second line services for those tickets
f) Identifying, performing, testing and investigating options around changes/issues with the system software or configuration
g) Explaining reasoning behind decisions and identifying opportunities for improvement both operationally, systematically and processes internally
h) Effectively analysing situations and working with Development, Testing and Project teams in a professional manner to ensure the very best level of service for our clients
i) Identifying and controlling the tasks allocated to you in order to meet specified time scales
j) Ensuring clients expectations are set appropriately and are responded to within the agreed SLAs
k) Ensuring ticket priorities are completed in accordance with the requirements of the client and foresee/prevent client escalation
l) Remaining positive and constructive in times of pressure and collaborating for a best case conclusion for all parties

Additional Requirements

a) On occasion, when requested, to provide an on-site presence for the purpose of improving client relationships and supporting clients;
– software installation and hand holding
– training
– improving system/operational knowledge

b) Ensuring that tasks are completed as set by the GSSM or Directors
c) Being able to manage time effectively in order to work in an efficient organised way
d) Continuously searching for ways of improving all aspects of the role
e) Having good computer skills in order to use every day applications
f) To follow the company procedures in term of:-
– Timekeeping
– Time recording
– Dress code
– Discipline
– Administrative requirements

Advantageous Requirements

a) To be able to map customer requirements to the Base system, writing specifications to identify;
– New functionality to meet the needs of both parties
– Configurable changes
b) To understand and have experience in the operational workings of a warehouse environment
c) To have experience writing SQL to a competent level
d) Have an analytical mind-set

Expected Career Paths:- The following are the expected career paths for successful candidates in this role:

a) Enterprise Service Desk
b) Testing/QA Team
c) Junior/Senior Project Management
d) Account Management
e) Development Team

Once known a career path is encouraged and coached in order to meet that goal. It is expected that 12 months is a minimum experience level before proceeding towards the chosen path.

Other duties may be required to be carried out, as requested by the Manager’s and Director’s of the company

Benefits – 25 days holiday + stats Pension Scheme (3% employer contribution), BUPA Scheme, Critical Illness Cover, Life Insurance

 

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