2nd Line Rc

3 weeks ago


Chelmsford, United Kingdom Halo Resourcing Ltd Full time

Our client is one of the largest providers of education management software in the UK, they influence the lives of over one million people every day through a range of web and mobile (iOS, Android) products that are built on the SIMS management informationsystem.
This is a hybrid position where you'll be able to split your work between home and the office in Chelmsford.

**Responsibilities**:

- Categorise incidents against an agreed classification
- Prioritise incidents against an agreed prioritisation criteria
- Capture resolution information to feed into the knowledge process
- Capturing resolution information and feeding into knowledge management
- Routing incidents to support specialist groups when needed
- Analysing for correct prioritisation, classification and providing support to 1st line teams
- Providing ownership, monitoring, tracking and communication of incidents
- Providing resolution and recovery of incidents not assigned to support specialist groups
- Closing incidents
- Monitoring the status and progress toward resolution of assigned incidents
- Keeping customers informed about incident progress
Experience and Skills
Essential:

- Good verbal and written communication skills
- Able to work as part of a team and using own initiative
- Punctual, flexible and positive
- Ability to work well under pressure and manage own workload to meet SLA's
- Able to present knowledge and understanding on a variety of formats
- Fully computer literate
Desirable:

- Knowledge of SQL databases and the concepts behind them
- Experience working in or supporting the public or academic libraries
- Experience with: Linux/Unix, RDBMS, SQL and Shell Scripting, Perl, PHP & Java, HTML & CSS



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