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Product Helpdesk Support
2 weeks ago
Capita Pensions Solutions are looking for a Product Helpdesk Support to join their Product Support team.
You will be sat in a small support team so you really will get a variety of work and exposure to a variety of tasks.
The role is based in Bristol City Centre close to public transport networks.
**Job title**:
Product Helpdesk Support
**What you’ll be doing**:
- Provide day to day technical supervision of incidents/problems that have been assigned/passed to the 1st line support team. Manage the logging of customer calls accurately, undertake initial diagnostics & first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate.
- Liaison with Second line support for estimation, planning and prioritisation of workload for development team taking into account customer requirements.
- Monitoring the incident call queue to ensure calls are resolved within the SLA and contractual requirements.
- Delivery of work task rotas, shift rota administration and reporting.
- Ensure efficient escalation of higher priority calls (ie P1’s and Major Incidents) to IT Managers.
- Deliver effective and targeted communication of issues and updates as appropriate to customers.
- Identify and report risks and breaches immediately to your line manager and/or the Operational Risk & Compliance Department
**What we’re looking for**:
- Strong interpersonal skills, with the ability to communicate (both verbally and in writing) clearly, concisely and accurately at all levels.
- Experience of working in an IT based client facing customer service environment, resolving issues on site and remotely
- Experience of working with VMware, Windows 2008 Terminal Server, Citrix Xenapp, Relational Databases
- PC and Server Support experience (hardware and software)
- MS Windows 7/ XP and Windows Server 2008 Knowledge, Active Directory, Citrix Infrastructure
- Experience of managing Virtual Machines
**What can we offer you?**
In this role, you would have the opportunity to add real value from the outset and join a growing and thriving team and a great benefits package including:
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks, the opportunity to buy extra leave and plenty more
- Voluntary benefits designed to suit your lifestyle—from discounts on retail, socialising, to travel, technology, and health and wellbeing
**What we hope you’ll do next**:
**Location**:
Bristol
,
United Kingdom
**Time Type**:
Full time
**Contract Type**:
Permanent
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