Description
Customer Support Advisor - Leeds - 6 months
Finance, Accounting, Graduate, Economics
Fantastic Opportunity for a graduate to join one of the UK's leading Betting and Gaming giants.
The Systems Support Specialist is responsible for supporting and maintaining all production systems across the HR Systems portfolio for 800+ employees. The Individual will be responsible for providing everyday support and maintenance tasks in line with SLA's and KPI's utilising ITIL industry best practice, internal ticketing tools and the HR Systems release schedule. Due to the technical nature of this role a deep understanding of the underlying technologies is needed to support the systems and services.
The role requires attention to detail, strong communication skills, customer service excellence understanding, influencing capabilities and relationship building skills to ensure that customer requirements and Enterprise Technology change processes and quality standards are monitored and delivered. The ability to work in conjunction with our customers as well as with Build and the Solution Design areas of HR Systems is crucial for the success of this role.
Responsibilities:
- Day to day production support of HR Systems, this includes: reboot applications, update config, production support incident communications/updates, scheduled outage communications, management of the HR Systems mailbox, management of the HR Systems ticket queue, engagement with various internal support teams and vendors for issue resolution, systems account creation and administration, reporting from HR system, monitoring of daily reports and alerts.
- To act as a bridge between HR Systems and customers (both internal and 3rd party partners) for production support issues, includes managing escalations from the IT Service Desk.
- To manage and maintain up to date product knowledge for the systems support ensuring up skill from the build and design teams for any upgrades or product changes. Example: maintain team WIKI and support documentation.
- Carry out data to day tasks to support the Incident tickets assigned to HR Systems. Responding to queries, and providing feedback to customers on issues.
- Carry out support for the production service re boots, upgrades and testing in line with any infrastructure changes as required.
- Management of user accounts across all HR systems including: account creation/deletion, maintenance of roles and access, audit reporting on elevated access, troubleshooting of access issues/queries. All tasks completed in line with HR and IS Security policies and requirements.
- Actively keep abreast of ITIL best practice advances
Essential skills:
- Knowledge of support processes and customer support
- Above all, the ability to pick up new technologies and skills within the team
- Ability to train other teams members in new technologies and skills
Desirable skills:
- Graduate qualified
- ITIL Management Foundation
- Knowledge of Incident Management Ticketing systems
- Knowledge of HR Systems - HCM, Reward, Learning, Recruitment, OHS, Shared Services
- Proven track record of supporting a number of HR Systems for a wide portfolio HR customers Experience of Excel, V look ups
Candidates should submit their CVs to display interest - for all other queries please get in touch!