Magnet.me  -  Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

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Business Support Analyst

Geplaatst 23 mrt. 2024
Werkervaring
0 tot 2 jaar
Full-time / part-time
Full-time
Functie
Soort opleiding
Taalvereiste
Engels (Vloeiend)

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The service provides first and second level support to users, their agents and other users authorised by RDG. Products supported include Lennon and Settlements plus other services used by RDG Stakeholders to manage Incidents and Issues.

The Solution is an Integrated Help Desk for the new RDG Lennon Replacement Programme and will utilise the existing software (ServiceNow and Worldline Contact) to deliver a professional service that is available to all and measurable by RDG.

Resource will be engaged to expand the existing Help Desk team who will broaden their knowledge by understanding RDG's new solutions, married with the expansive understanding of the current and former services

Helpdesk Assistants are responsible for the administration of incidents through to successful conclusion, ensuring users satisfaction. Calls are raised typically by Account Holders and Train Operators.

There will be a requirement to work un supervised

Tasks

  • Answering telephone calls received by the Help Desk with a minimum of delay and within Service Level Agreement
  • Logging full details of the calls received
  • Reviewing all outstanding calls, to ensure that they are responded to within agreed timescales
  • Providing help, advice and answers to enquiries and wherever possible solutions to problems, using the information provided by the caller and tools and reference material available
  • Where appropriate passing incidents to other support teams or maintenance organisations in a timely manner to ensure that a response to the user is supplied within agreed timescales.
  • Carrying out other related support tasks (e.g. booking equipment maintenance visits)
  • General support tasks within the Help Desk

Qualifications & Experience

Skills and Qualifications

  • Communication skills, in particular able to deal with a variety of customers under a range of circumstances.
  • Able to use fault-logging systems to record problems and prepare extracts and analyses.
  • General use of word processors and spreadsheets.
  • Able to use IT tools and services that enable specific products to be supported.
  • The post holder must be able to work as part of a team, be organised, methodical, flexible, enthusiastic, and display a positive and professional manner at all times. The successful candidate should also have excellent planning and prioritisation skills.

Technical & Behavioural Skills

  • ITIL foundation preferred
  • Able to work under own initiative

Atos UK is an international information technology services company.

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