Overview
We have an opportunity for someone customer-focussed and technically minded to join our iSAMS Technical Support team to be a point of escalation for technical queries, incidents and problems received from iSAMS customers.
This role is important as you'll be working on a Service Desk alongside a team of analysts to deliver a high quality, proactive 2nd Line technical application support service to new and existing customers of iSAMS. You'll help support the smooth and timely delivery of all areas of service as defined by Service Level Agreements (SLAs) and Service Desk policies and procedures to ensure a high-quality response.
Please note: There is a weekly rotating shift schedule for this team. Shifts would consist of: 6:00am-2:00pm, 8:00am-4:00pm and 10:00am-6:00pm. There will also be rare occasions (approx. 2-3 times/year) where you'll need to work on a Sunday too (6:00am-1:00pm).
What will you be doing?
As a Technical Support Analyst within this team, your responsibilities will be as follows:
- Ensuring constant monitoring of the Service Desk logging system (Zendesk) ensuring all incidents and requests are resolved or triaged within SLAs and KPIs
- Ensuring that the Service Desk logging system is kept up-to-date and accurate.
- Utilising remote access technology, knowledge sources and diagnostic tools to either resolve or triage tickets to other iSAMS teams or 3rd party suppliers
- Monitoring call flow and raising awareness to the relevant team(s) when required e.g. when there are high volumes
- Identifying repetitive incidents to raise awareness to the relevant team(s) by supplying precise and accurate information.
- Providing support to Customer Services Analysts enabling quick and effective resolutions to problems whether that is through support, guidance, escalation or training
- Dealing with non-technical ‘How To’ type queries as required
- Assisting in maintaining accurate information to reduce impact on the Service Desk such as technical information for support forums and bulletin boards.
- Accurately updating any client information in the Service Desk logging system as necessary.
- Regularly auditing the Service Desk logging system to ensure that tickets are effectively managed and to confirm that information held is accurate and relevant.
- Participating in team projects that enhances the quality and efficiency of the support service.
- Reviewing internal procedures on a regular basis to ensure that they are up-to-date and accurate proposing alterations and changes where necessary.
- Maintaining one or more information systems to ensure the highest quality and accuracy of data collation
- Training new and existing members of the iSAMS Team with the use of iSAMS as required
- Maintaining a good understanding of iSAMS products and keeping up-to-date with system developments
- Undertaking any other reasonable tasks or projects which support iSAMS business needs and are within the post holders’ capabilities.
What are we looking for?
We're looking for someone with the following skills, competencies and experience:
- Previous experience of working in a Service Desk/Helpdesk/ Support environment at 2nd line level including experience of managing incidents through to resolution or escalation and working within SLAs
- Experience of debugging web-based applications.
- Solid knowledge of SQL using MS SQL Management Studio
- Experience of coding, preferably in ASP.NET (C#).
- Sound knowledge of IT systems, network configuration, major applications and desktop support
- Solid understanding incident management and ITIL principles.
- Excellent attention to detail
- Strong communication skills both written and verbal
- Self-motivated team player
- Ability to work with little supervision
- Ability to diagnose and investigate issues
- Strong analytical skills
- Excellent organisational skills
- Ability to adapt to changing priorities
- Flexible and ‘can do’ attitude to work
- Ability and willingness to learn on the job
Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.
Salary: Competitive plus bonus
Location: UK Remote
