|Job Ref:||203869270||Employer:||cv-library.co.uk||Industry:||Civil and Structural||Job Type:||Permanent||Country:||United Kingdom||County/State:||Yorkshire||City:||Leeds||Address:||Post Code:||LS7||Salary:||£35000 - £45000/annum Plus Benefits||Post Date:||24/10/2016 10:08|
Reporting to the UK Incident and Support Manager, you will be responsible for the ownership and 2nd line resolution of Incidents and Service Requests for the clients customer base.
Triage newly logged Incidents and Service Requests to ensure prompt and accurate line of investigation. 10%
Take ownership of Incidents and Service Requests, and prioritise your own workload with a continual focus on customers SLA's, ensuring Incidents are resolved within SLA. 10%
Lead, diagnose and troubleshoot 2nd line Incidents and Service Requests. 50%
Escalate Incidents, as needed, on behalf of the customer to appropriate technical resources, coordinating global interaction between other Regional Support members, Global Support Network (GSN), Problem Management and third party vendors. 5%
Perform root cause analysis on high priority Incidents and document recommendations to prevent re-occurrences. 5%
Recommend service and product improvements to transform the Service from a reactive to a proactive approach (GRIP, PMBC). 5%
Attend Company product training, underlying technologies courses and maintain an expert working knowledge of our current and future products and solutions. 10%
Maintain awareness of ITIL/ISO20000 Ticket Initiation, Incident Management and Service Request processes. 5%
At least 2 years' experience implementing and supporting the company software and product set.
Eligible to travel.
At least 2 years in a customer service application support role.
Strong knowledge on server operating systems (Windows Server OR Unix). Certification is preferred.
Strong knowledge of supporting and utilising databases (Microsoft SQL OR Oracle). Certification is preferred.
IT Service Management (ITIL/ISO20000)
Knowledge of DICOM and HL7 standards.
Knowledge of hospital and radiology workflow.
Knowledge of supporting visualised systems (VMware and/or Oracle GlobalZones) in an asset.
Knowledge of high availability systems and disaster recover procedures is an asset.
Knowledge of networking, hardware and programming is an asset.
Experience in Change Management.
Excellent analytical skills. Good attention to detail.
Strong inter-personal skills with the ability to communicate effectively at all levels.
Good team player.
Superior multitasking skills and resilience.
Ability to work in a fast paced, high pressure environment.
Demonstrate resourcefulness, initiative and determination to see problems and issues through resolution.
Strong communication skills (oral/written) to interact effectively and professionally with both internal and external customers.
Flexible and adaptable.