NMC Analyst - Core Ops

Recruiter
Rugby Recruitment
Location
Rugby
Salary
18863.0000
Posted
18 May 2017
Closes
17 Jun 2017
Contract Type
Permanent
Hours
Full Time

NMC Analyst (Permanent) Department: Core Ops

Location - Hemel

Salary: £18,863 - £25,151

Benefits: Annual Incentive Plan- 4% of basic salary, Pension matched up to 11%,

As our successful NMC Network Support Analyst, you will be responsible for the triage and management of incidents applicable to NMC Tier 1 Support.

Your core responsibilities will include;

Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents and where an incident cannot be progressed by the NMC, engage the relevant parties.

Direct contact and exceptional standards of inbound and outbound customer service delivery to Airwave's customers, reacting to customer reported incidents within Service Level targets.

  • Accurately diagnose and resolve incidents within contractual
  • SLAs, ensuring escalation of those which are in jeopardy.
  • You take ownership for the update, maintenance and production of relevant processes and local working instructions
  • Accountability for the delivery of high quality customer service and communications for customers and internal departments
  • Targets of incident cases relevant to the NMC
  • Accountability for high standards of case note quality and accurate information being entered to incident cases
  • Responsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools.
  • Experience Required You will have worked in an NMC/NOC environment within the telecommunications industry and have experience of Tier 1/1 st Line diagnostics and fault resolution.
  • You will also have experience of customer service within an NMC/NOC environment, preferably with experience of interacting with customers from the Emergency Services.