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Our client has a requirement for a number of contractors to do a 3-month piece of work. RESPONSIBILITIES: The role is customer facing but also technical in nature. The successful candidate will be expected to work closely with the current development team and ORS service delivery groups in: • Responding to incidents in a timely manner, ensuring that they are resolved, and that any consequential fixes or changes are delivered within time, cost and quality constraints. This will include: - The analysis of incidents raised by customers including investigation on the telephone with end users; - The performance of fault diagnosis and fault replication; - The monitoring of application diagnostics; - The classification of faults by severity to facilitate resolution within the service level agreement, tracking and reporting; - The provision of fixes, workarounds and general advice to end users. • Development of a ‘knowledge base’ to assist the service desk which provides a first level response to the customer. The objective of this ‘knowledge base’ is to maximise the number of incidents which can be resolved by the service desk without reference to the IST; • Maintaining necessary supporting documentation to required standards; • Analysing undefined requirements to offer practical solutions to customers; • Gathering statistics and information into trends which will assist the longer term growth of the ASM function. Customer liaison - experience of working closely with customers in order to understand their problems, determining solutions and working these through with the customer and other SBS groups until satisfactory resolution. Also, where necessary, produce appropriate proposals reflecting changes to requirements. In all cases manage customer expectations during the resolution process. Application Support - an understanding of the application support cycle and demonstrable experience in proving maintenance and support services, including working with other groups to ensure a successful resolution to customer problems. Tools and Methods - Experience with incident management tools and methods. Exposure to configuration management methods and quality management processes. Technical - exposure to the following: Multi-tiered applications; wide area networking; HTML/web applications; relational databases; PC architectures. Personal - a proven ability to work within a team under pressure and against tight deadlines with minimum supervision. Self-starter who is willing to learn. Please send your CV along with cover letter stating your current salary details and availability (i.e. notice period). All applicants must be eligible to work in the UK, please do not apply if you are not eligible.
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