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AWD Support Specialist

Role Responsibility

Responsibilities

 

  • 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

 

Essential:

 

  • 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.

 

Desirable:

 

  • Testing Experience

 

  • Experience of providing IT User Support

 

  • Understanding of BPM or previous workflow systems

 

  • ITIL Qualified

 

  • Linux skills / JBOSS skills

SS&C

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