IT Support Engineer
Role Purpose: • Working within the Support Team providing software support and basic training to users of Intelligent Office. • Contribute content to the Intelligent Office User Guide as required.
Key Responsibilities: • Help desk support – answering support calls from clients and processing support emails. • Logging calls on internal system, using own initiative and taking ownership of queries. • Investigating and resolving queries, seeing through to completion. • Liaising with relevant teams on the resolution of queries. • Testing new software functionality developed and assisting the quality assurance process. • Creating and reviewing help files to assist clients using the system. • Liaising with the Account Management Team and other key members of staff on improving business processes and client liaison. • Assisting with remote telephone training for new users, when applicable. • General administrative duties.
Key Deliverables: • Accurate and timely resolution to, or appropriate escalation of all cases assigned. • Deliver all additional assignments on time and to a suitable standard.
Skills & Experience Required • Help desk support experience required although candidates with strong experience in other areas may still be considered. • Previous experience in the financial services industry is a distinct advantage. • Excellent customer relationship skills essential. • Proven good computer skills essential, including knowledge of the Microsoft Office suite. • Motivated individual with good time management and prioritisation skills. • Ability to work in a very busy environment. • Excellent attention to detail. • Excellent telephone manner. • Good communication skills, both oral and written.
Knowledge Required: • Maintain sufficient knowledge of Intelligent Office functionality and industry products and practices as required to resolve 1st line cases. • Seek to continuously enhance knowledge of Intelligent Office and industry so as to provide additional support as required. • Database understanding/awareness Preferred: Advanced Excel SQL Knowledge of ‘Splunk’ would be a distinct advantage
Qualifications Required: • IT Graduate – Computer Sciences/programming or similar
This job was originally posted as www.cwjobs.co.uk/job/77529405