Ref. 214065584 | 2021-06-25 16:32:34
Town: Hatfield | Country: United Kingdom
Desccription: System Specialist based in Hatfield – Permanent – Competitive Salary
We have the pleasure of recruiting for a Technical Analyst for one of the UK's leading and most recognised IT Service provider. You will be providing technical support for the contact centre systems that underpins the Service Desk business. Technical activities performed through Incident, Problem, Request, Change and project tasks. Proactive maintenance activities including daily checks, license and capacity management across all systems.
Manage the Incident and request management ticketing queues to the agreed process and procedures
Analysis and resolve faults across all systems and services supporting Global Service Desk (GSD). Where faults cannot be resolved, ensure all technical investigation activities are documented and an incident is logged with the supplier(s) and managed through to completion
Act as technical lead for Major Incidents for the department, work with supplier(s) where appropriate and ensure escalation matrix is followed. Ensure all parties are kept up to date.
Perform technical activities and tasks to agreed procedures and standards
Perform proactive maintenance activities across systems to the agreed process and procedures. This includes system daily checks, capacity, performance and license management activities
Manage problem investigations through to completion, ensuring all technical activities are documented and communicated appropriately
Work effectively with; external suppliers, internal suppliers and the GSD Business
Raise system Changes for technical activities that need to be performed under the change management process
Maintain technical operational documentation ensuring new documents are created where appropriate and existing documentation is reviewed and updated
Contribute to service improvement activities to ensure technical activities, procedures and processes are continually reviewed and updated
Manage and perform technical implementation activities to support business take-on and in-life change projects in line with project time-scales and against the agreed process and procedures
Manage and perform technical tasks for other projects, including service improvement and system upgrades
Considers security & potential legal constraints in work
Perform on call duties for department
Knowledge & key skills – Essential
Proven capability / working knowledge / technical operating and support experience (2 years):
Avaya applications: Communication Manager, Interaction Centre, Call Management System (CMS), Operational Analyst, Experience Portal (IVR), Application Enablement Services (AES)
Operating systems: Microsoft Windows, Linux (Red Hat)
Databases: MSSQL (TSQL) and Informix knowledge
Telecoms and IP networking knowledge
Broad experience in IT Service environment
Uses broad range of information systems, technology functions and applications in line with IT industry standards
Demonstrates the ability to absorb and apply technical information
Demonstrates analytical and systematic approach to resolving complex problems and assignments
Demonstrates ability to engage and influence on complex issues at all levels both internally and customer facing
Demonstrates strong technical documentation authoring skills
Proven ability to work under pressure and to tight deadlines
Routine administrative skills
Takes initiative in identifying and negotiating appropriate development opportunities
If you're interested in this role, click 'apply now' to forward Sonal Patel an up-to-date copy of your CV, or call us now on (phone number removed). If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
To apply for this job please visit www.cv-library.co.uk.
Rogerio da Silva is a Brazilian who lives in the UK for a little over two decades. He is the owner of a test consulting and outsources services for software development. He likes to blog, write and create content that teaches others how to live a better life. Rogerio has two princesses and one powerful wife that help him with his work.
He loves reading biographies of successful authors and dream builders because they inspire him to keep creating!