IT Support Specialist

1 week ago


Huntingdon, Cambridgeshire, United Kingdom NEC Software Solutions Full time

Job Title: IT Support Specialist

National Average Salary: £35,000 - £45,000 per year

Company Overview

NEC 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 Description

This 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.
Required Skills and Qualifications

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
Benefits

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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