2nd Line Support - ATM Helpdesk

Outsource UK Ltd
Milton Keynes
08 Mar 2018
15 Mar 2018
Contract Type
Full Time
2nd Line Support - ATM Helpdesk

Outsource UK are working with a global fintech based in Milton Keynes who are now looking to recruit a 2nd Line Support - ATM Helpdesk on a permanent basis.

As the 2nd Line Support - ATM Helpdesk, you will be responsible for providing second line incident management and resolution of ATM faults and providing up-to-date, accurate and relevant information on the availability across the ATM estate.

The 2nd Line Support - ATM Helpdesk will be expected to communicate with senior bank representatives, remote branch staff and 3rd party suppliers ensuring high availability of the ATM estate.

The ideal person for this role must be able to work well under pressure and respond quickly to faults and data requests and possess the required technical aptitude and confidence to instruct and guide Branch staff and first line support staff on fixing ATM problems. Team skills and communication skills are essential and it is important to be able to collaborate with different departments

2nd Line Support - ATM Helpdesk

Role Responsibilities:

* Responsible for the supervision and support of ADH ATMs. Provide 2nd level support to ATM helpdesk, coordinating with 3rd level ATM support where further assistance is required.
* Track and report on all unavailability events.
* Maintain a daily log detailing each incident in each location, including timings and comments from the ATM monitoring software.
* Communicate with 3rd party support vendors to ensure support is being provided as per service level agreements, root cause analysis is accurately identified and faults are resolved in a timely and efficient manner.
* Communicate with the helpdesk to ensure all remote support is being provided efficiently and all the ATM monitoring database has enough information in to complete daily reporting.
* Maintaining communication within the War Room between internal and external representatives to ensure all machines are maintained and attended to ASAP when necessary.
* Ensure all senior members of End User Technologies are kept up to date with details regarding any long term outages and any progress
* Assist other key areas by providing information regarding historic outages to support the development of the project.

About you:

* Minimum 2 years in a similar co-ordinator role
* Excellent written and verbal communication skills
* Third party liaison and control
* Able to build and maintain relationships at all levels with the business and team
* Ability to work under pressure
* Excellent decision making and problem solving skills
* Competent with Microsoft Office standard applications
* Ability to implement and manage change

If you are considering a move from your current role please apply online or if would like to find out about other opportunities please contact Scot Fyfe on (url removed) or phone (Apply online only).

Do you know anyone who might be looking for a new role? You could benefit from our candidate referral scheme. Contact me on the above contact details for more information.

Outsource. Our People. Your Success.

Outsource UK is one of the country's largest and most successful independent recruitment consultancies, specialising in the IT, Digital, Financial Services and Engineering sectors.

We recruit talented people for contract and permanent opportunities, offer a consultative approach and have a reputation for providing a superior service to both clients and candidates.

The business focuses on building long lasting relationships based on reliability and trust. We do this by hiring and retaining a great team of recruitment consultants who listen and understand our client's and candidate's needs.

Please visit our website (url removed)

Please visit our website (url removed)

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