2nd Line Technical Analyst

Recruiter
Capita
Location
Essex
Posted
31 Mar 2018
Closes
13 May 2018
Contract Type
Permanent
Hours
Full Time
2nd Line Technical AnalystChelmsfordCompetitive Salary & Benefits An excellent opportunity for someone who is working on SIMS software in school or has strong 2nd Line support experience. About the role This post is based in Chelmsford and has a primary responsibility working on the Service Desk providing 2nd/3rd Tier Support on a range of Technical issues to our customers using telephone, email and remote support. You would also be required to visit customer sites when necessary. This role has an operational responsibility for incident management through to satisfactory resolution within SLA’s to our customers. You would be expected to handle or resolve any technical issues escalated from our 1st line team into the Technical queues. To deliver any reasonable request by a Manager or Director as part of the business function. This role may involve travel and occasional overnight stays.About Capita | Education Software ServicesCapita Education Software Services are experts in helping schools and Children's Services departments manage children's data. Our management information systems enable better decision making and allow those who work with children to spend less time on meaningless administration. Visit (url removed) to find out why our systems are trusted by 22,000 schools and 120 local authorities to manage their information on more than 6 million children.What you will do: * To ensure all schools with more complex unresolved issues receive regular updates as instructed by any member of the Technical Team management, time scales to be determined by business needs * Process any customer feedback in liaison with Technical Team management * Highlight any regional issues with Technical Team management and appropriate Customer Service Manager to ensure proactive customer support * To work as a member of the second tier team updating contacts to our Service Desk using the company database or other media as required * To provide contracted level of support on a range of software and technical issues to customers using telephone, email and remote access tools * To ensure high quality of incident notes and resolutions. * To ensure incidents are resolved to customer satisfactionYour experience will include: * Previous experience of support in a schools environment is desirable * Previous support/Service Desk experience * Proven track record in customer services environment * The person will be expected to have or quickly develop technical knowledge of SIMS software and all associated modules * Proven analytical and problem solving skills * Ability to work on multiple tasks simultaneously in a high pressure environmentWhat’s in it for you?At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday, , company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.What we hope you will do nextHelp us find out more about you by completing our short application process – click apply now.Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.Listen | Create | Deliver Follow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

Similar jobs

Similar jobs