Our vacancies

Search Jobs  

AWD Support Specialist

Role Responsibility



  • Ensuring responses to incidents are responded within the agreed SLA to all assigned incidents and have provided a satisfactory resolution within the agreed priority resolution times.


  • Manage requests from their line managers that have derived from other sources such as projects or change requests.


  • Responsible for liaising with colleagues to research problems and find solutions where possible or assign problems to the relevant support team with any required and accurate supporting information.


  • Responsible for escalating recurring incidents to ensure that the root causes of issues are fixed.


  • Provide support to Internal and External clients using ServiceNow to support users on AWD and AWD Peripheral Products.


  • Work with other IT Groups and 3rd Party suppliers to resolve Support Issues.


  • Work with Management to identify support trends, Business Process Improvements and Training issues.


  • Work on AWD Support project tasks to maintain the availability/performance of AWD to both internal and external clients.


  • Train New or Existing Staff on Technical Skills relevant to the requirements of the role.


  • Implement system changes ensuring Change Governance Procedures are followed.


  • Provide extended support when required for example for DR and Release Weekends and during Tax Year End.


  • Participate on the on-call rota.


Skills and Experience




  • Self-motivated and able to work on own initiative


  • Good communication skills both verbally and written


  • Experienced in interfacing with clients (internal & external)


  • Logical and analytical approach and able to effectively work with others to research a problem and find a solution.


  • Able to work to deadlines and prioritise.


  • IT Literate


  • An ability to work within restrictive timeframes and be able to manage conflicting priorities.




  • Testing Experience


  • Experience of providing IT User Support


  • Understanding of BPM or previous workflow systems


  • ITIL Qualified


  • Linux skills / JBOSS skills



This website is using cookies to improve your browsing experience. If you navigate to another page without changing the settings below you consent to this. Read more about cookies.