Responsibilities

• Incidents impacting normal production operation
• Validation of proposed changes
• Requests for training
• Queries on product functionality/operations
• Accurately and promptly entering
• Service Requests & Incident details into the Service Desk System
• Investigating the cause and resolution of incidents
• Establishing appropriate operational workarounds to return clients to production status
• Providing appropriate progress updates to clients in line with our contracted Service Level Agreements and specific commitments made with clients
• Escalating incidents technically and to management as required, prior to SLA’s being breached
• Adherence to all published applicable Noble Systems policies and procedures
• Completion of all published applicable Noble Systems technical training material
• Participation in the Support shift rota, which will include some evening and weekend work

Requirements

• Technical working understanding of PC & server hardware architecture and Windows OS functionality to an administration level
• A working knowledge of MS SQL database structure and queries
• Solid, and well developed, problem management skills
• Solid, and well developed, customer care skills
• Technical working knowledge of one or more Enterprise Workforce Management software package
• An awareness of telecommunications and networking architecture
• An awareness of Call Centre operations
• Linux knowledge desirable European language skills desirable Excellent verbal and written communication skills