Suppot Hub Analyst

  • Madic UK
  • Topsham, Devon
  • £5.28 per hour

Supporting and triaging with IT support on POS and EFT payment terminals for over 50% of all fuel stations across the UK. Confirming to SLAs and interacting with clients at their premises to resolve and escalate issues.

Vacancy provider logo for Exeter College

  • GMFJ Reference
    236728
  • Wages
    £5.28 p/h
  • Hours
    40.00 per week
  • Date Posted
    21/08/2023
  • Start Date
    29/02/2024
  • Approx. Duration
    18 Months

  • Location
    Topsham
  • Status
    Now Taking Applications
  • Sector
    IT
  • Opportunity Type
    Advanced Level 3
  • Apprenticeship Standard
    Information communications technician (ST0973)
  • Employer
    Madic UK

Description

Ensure proper recording, documentation and closure;

Participate in the configuration, testing and implementation of new package releases;

Document management/distribution;

Analysing and resolving incidents and problems, aligned to SLAs;

Reporting on incident and problem levels for clients;

Liaising with clients to analyse, diagnose and resolve incidents and queries;

Seek continual feedback with suppliers and customers in respect of possible process improvements, issues and resolutions;

Maintain the CRM;

Walk customers through problem solving process;

Hardware maintenance;

Proactively monitoring and managing processes to ensure systems are operating correctly;

Providing detailed information on incidents, to ensure development teams can provide software fixes with the minimum of delay;

Recommended procedure modifications or improvements;

Properly escalate unresolved queries to the next level of support;

Build up relationships with key internal customers, in order to better understand their reporting processes.

For more information about this vacancy please contact Exeter College on 01392 400800 (Ref ID: 236728)

Essential:

  • Sound general knowledge of IT and associated technical problem solving
  • Explaining technical issues to non-technical audiences
  • Good organisational skills
  • Willing to work flexibly as part of a team
  • Excellent communication skills
  • Ability to work under pressure

Desirable:

  • Hardware and software configuration and maintenance
  • Understanding of networked systems or the willingness to learn
  • Good working knowledge of MS Office
Maths and English grade 4 or above or equivalent.

Essential:

• Willing to undertake further training as required

• Enjoy working as part of a team

• Flexibility and adaptability

• Ability to work under pressure

• Excellent communication skills

Desirable:

• Commitment to further professional development

Due to increasing contracts we are looking to expand the support hub with more dedicated teams with deputy & team leader positions being available as well as the ability of being able to move into our 3rd line support or development groups for any person who shows promise.

Contact Information:

Jonathan Silman

07741576160

Jonathan.Silman@Madic-UK.com

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