Incident Specialist
7 months ago
Do you want to work with great people? Looking for the opportunity to progress and further develop your career? We’re currently recruiting and would love to speak with you about how SSP could be the right place for you. Please read on for further information.
Job Summary
Within a structured environment with limited or no supervision must provide more complex Service Desk support to the SSP customer base using the required standards, methods and tools as directed.
**Job Description**:
We’d like to meet an Incident Specialist who:
Ensures that incidents and requests are handled according to agreed procedures
Ensures that documentation of the supported components is available and in an appropriate form for those providing support
Creates and maintains support documentation
The Incident Associate Responsibilities include:
- Ability to investigate and provide solutions for issues raised either from client calls to the service desk or from internal sources- Ability to produce clear specifications relating to user problems that ensure timely and efficient solutions- Ability to recognise when a call is not readily resolvable, and how to escalate it- Ability to carry out testing and investigate and report error found- To assist the Service Desk Manager and/or Service Desk Team Leader to control the number of calls open on the Help Desk- To use the formal call logging system in place, and be responsible for the quality of the information recorded- Ability to work as part of a team- Demonstrate an excellent customer service focus when dealing with clients- Produce site visit reports and following up actions where appropriate- Takes ownership for learning
Qualifications and Experience:
- Considerable work experience in a relevant role- Working knowledge of any SSP product including good knowledge of one or more areas/sub-systems of the product- Experience of working on a Service Desk, analysing and resolving client issues. This includes familiarity with the use of SQL and/or database manipulation techniques used in data conversions- Knowledge of Insurance Industry would be desirable- A working knowledge of one or more specified operating systems appropriate for SSP’s needs would be desirable- Demonstrable knowledge of ITIL standards- ITIL qualified to Foundation Level or significant experience working in a similar role in an ITIL environment- Strong verbal and written communication skills- Must be able to perform effectively in a fast paced, multi-tasking environment while maintaining a- high level of service- Able to work to tight deadlines- Organised and methodical in the approach to routine and administrative matters
Worker Type
Regular
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