Overview

The role is to be based in or around West London and support a bespoke Control Room solution.No. of hours - 37.5 hours a week (7.5 hours a day with 1 hour lunch)Work remotely – with 2-3 days a week on a customer site in London Wimbledon and Stratford areasYou must have the ability to gain NPPV3 and SC clearance to perform the work.The person will be self-motivated and able to work equally comfortably on their own or as part of a growing team, in a customer facing role. However, due to the critical nature of the systems, the ability to work without supervision should be complemented with an understanding of when to escalate, to ensure successful and timely resolution.Responsibilities

Prioritise and plan own work-load.Able to liaise with project implementation / Service Level Managers/Development and Product Teams on a regular basis.Able to work within the time constraints defined by the Service Level Agreements in place with the customers.Key Duties and Responsibilities

Incident Investigation/resolution/ownershipLiaising with 3rd line development teamsProviding technical support to end usersProviding technical support/liaison with 3rd parties as requiredGeneral housekeeping and maintenance tasksPerforming regular software updates and upgrades either remotely or at customer sitesCarry out/manage/own technical ‘Changes’ (RFCs) either remotely or at customer sitesAssist with Problem Management/Change processAdhere to all company procedures in line with company policyFollow company supported processes such as ITIL, ISO20000-1.Excellent customer service at all times.Additional information about the role

1st/2nd line application and systems support.Responsible for monitoring allocated customer’s incidents/service requests in accordance with ISO20000-1 Process and Procedures.Initial support and classification of calls for customers.Incident investigation and diagnosis (including resolution) where possible.Monitoring of open incidents – identifying suitable workarounds and raising problem records where applicable.Keeping affected users informed about progress of a call.Ensure Incidents are resolved to the customer’s satisfaction handling incident escalations if necessary.Quality Check on accuracy of data and codes on Incident, including all the relevant information is captured in the case notes.Logging incidents in the support tool for third parties, and providing/receiving updates as required.Completion of timesheets on a weekly basis.Completion of mandatory training as per NECGroup Policy.Alignment to all Corporate Policies.Qualifications

Microsoft Certification in a related disciplineITL accreditationAdditional Information

Good Communication Skills required.Minimum of 5+ years experience of systems and Windows productsExperience with SQL with the ability to construct queries and analyse resultsExperience in working for a 3rd party service delivery organisationITIL experienceSupport incident experienceProblem solving mentality

#J-18808-Ljbffr