IT Support Specialist
1 week ago
Job Title: IT Support Specialist
National Average Salary: £35,000 - £45,000 per year
Company OverviewNEC Software Solutions is a leading provider of software solutions, dedicated to delivering exceptional customer experiences. Our team is passionate about providing top-notch support to our clients, and we're seeking an experienced IT Support Specialist to join our ranks.
Job DescriptionThis role involves analysing and resolving customer queries/problems for Origin Software. Key duties include providing customer assistance, managing incidents, updating customer information systems, sharing information with team members, and reviewing product functionality changes.
- • Provide the highest level of customer assistance giving advice and guidance on all issues, dealt with in accordance with the Support Code of Practice and Maintenance contracts.
- • Manage assigned Incidents effectively and efficiently in accordance with Support processes and procedures.
- • Keep customer information systems (Jira Service Desk) up to date with all incidents and any other relevant customer contact activity.
- • Share information with other team members on key trends and new issues, responding quickly to requests for assistance.
- • Provide regular updates to knowledgebase ensuring information gathered is relevant and informative.
- • Review functionality changes to the product proposed by the product management and delivery departments.
To succeed in this role, you'll need:
- • Software application support
- • Good general knowledge of Information Technology
- • Working knowledge of SQL (PL/SQL preferred)
- • Good knowledge of general Oracle systems, training will be provided on the specific systems being used although an understanding of Oracle support would be beneficial
- • Ability to prioritise and manage work in a customer focused environment, working to stringent SLA's
- • Ability to work with others as part of a team
- • Excellent communication skills particularly with customer representatives in writing and verbally
- • Ability to both shape, enhance and follow standard procedures
- • A good understanding of ITIL and applying this framework to the working environment
We offer a comprehensive benefits package, including:
- • 25 days paid holiday with the option to buy/sell
- • 4 x basic salary life assurance cover (with the option to increase cover at an additional cost)
- • A Group Pension Plan
- • A selection of flexible benefits to suit your individual needs
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