Software Support Analyst
- April 12, 2018
- Manchester, UK
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