Job Description

Job Title: IT Support Specialist (Hybrid Working)
Location: Glasgow/Renfrew
Salary: £25,000-£30,000
Hours: 35 Hours
Days working: Monday to Friday

Do you have a successful track record in an IT support Role?

Do you want more out of your role or just looking for that bit extra in your wages?

The Client:

Our client is one of the largest providers of payroll and HR solutions. They may even be running your payroll as you read this job ad. Delivering state-of-the-art technology solutions, high quality services and real attention to detail. Their people solutions cover the entire life cycle of the employee journey and they're looking for someone new to join this global organisation.

The Job:

You will act as the second line of support for the within the main support structure. If there are issues/incidents that the 1st line of support is unable to resolve, that is where you come in. Your primary function is to restore services to consumers in the fastest time possible, based on level of severity.

Key Responsibilities:

• Resolving issues via a fix or workaround within the agreed Service level agreement (SLA) or Operational level agreements (OLA).
• Providing clear and regular updates of the status of issues to the Support Desk.
• Managing cross product issues within the team to leverage the cross functional knowledge and respond more quickly to the customer.
• Quickly hand issues off to product development where a fix or workaround cannot be established.
• Assist in managing resolution of issues handed to product development.
• Cleary record all activity on an issue within the CRM system.
• Record all issues that are not fully resolved as Problems in the CRM system with the correct customer impact and priority.

Skills & Experience requirements:

• Knowledge and understanding of ITIL processes (ITIL foundation certificate / ITIL Managers Certificate desirable).
• Demonstrable knowledge and understanding of support systems and processes.
• Broad technical understanding of a wide range of platforms - Microsoft Technologies (SQL), Mid-Range Systems, Web (NET) and Mainframe
• Experience of developing and maintaining "best in class" operational and support procedures &/or reviewing/sign-off.
• Experience of delivering services to Service and or Operational Level Agreements

Benefits:
Too many to list!!