Technical Analyst- Chelmsford, Essex
Technical Analyst- Chelmsford
Scope and purpose of the role:
This post is based in Chelmsford and has a primary responsibility working on the Service Desk providing 2nd/3rd Tier Support on a range of Technical issues to our customers using telephone, email and remote support. You would also be required to visit customer sites i when necessary. This role has an operational responsibility for incident management through to satisfactory resolution within SLA’s to our customers. You would be expected to handle or resolve any technical issues escalated from our 1st line team into the Technical queues. To deliver any reasonable request by a Manager or Director as part of the business function. This role may involve travel and occasional overnight stays.
Reporting to: Technical Team Leader
Key tasks and responsibilities:
o To communicate with the customers demonstrating high levels of professionalism.
o To ensure all schools with more complex unresolved issues receive regular updates as instructed by the Technical Team Leader. The time scales to be determined by business needs.
o Process any customer feedback in liaison with Technical Team Leader and Customer Care Manager.
o Monitoring and checking process for quality purposes.
o Highlight any regional issues with appropriate Customer Service Manager to ensure proactive customer support.
o To work as a member of the second tier team updating contacts to our Service Desk using the company database or other media as required
o To provide support on a range of software and technical issues to our customers using telephone ,email and remote access tools
o To investigate , capture and record quality data
o To ensure incidents are resolved to customer satisfaction
o To liaise with other departments ensuring correct process and procedure is followed
o To ensure high quality of case notes and high quality of resolutions.
o Ensure contracted support is appropriate and relevant
o Experience of working within an SLA based environment
o Able to keep up to date with latest technological advances
o Good communication and presentation skills
o The ability to empathise with schools staff at all levels
o Flexible and adaptable
o Good time keeping
o Can do attitude
o Good Telephone manner
o Conscientious and self-motivated
o Good interpersonal and team working skills
o Able to mentor less experienced colleagues
o Previous Experience of support in a schools environment is desirable
o Previous Support/Service Desk Experience
o The person will be expected to have or quickly develop SIMS software knowledge
o Proven track record in customer services environment
o Proven analytical and problem solving skills
o Ability to work on multiple tasks simultaneously in a high pressure environment.
o Knowledge of SIMS Upgrades SOLUS 2/SOLUS 3
o Proven Knowledge of Microsoft Products such as
o Office 2007/10
o Vista / Windows 7
o Windows Server 2008
o Terminal Services
o Exchange Server
o CC3 /CC4 experience
o Symantec Backup Exec Version 9 through 2012
o Anti-Virus – Sophos/McAfee and Norton
To be considered for this role please email me your CV and Cover Letter by the close of business on Tuesday 30th April.
Salary Range 18-20k
Mobile number for fruther infomation: 07867 467704