1st Line Technical Support Analyst
Recruiter
USS
Listed on
20th June 2022
Location
Liverpool
Salary/Rate
Competitive
Salary Notes
Competitive
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
The Universities Superannuation Scheme (USS) has circa 396,000 members, and over £60 billion in assets, we're one of the largest private pension schemes in the UK and in the top 50 worldwide. Established in 1974, we're entrusted by over 350 higher education sector employers to manage and administer the pension scheme and its investments through our two companies, Universities Superannuation Scheme Limited and USS Investment Management Limited. Our purposeWorking with Higher Education employers to build a secure financial future for our members and their families.
The role
As a key member of the 1st line support team you will be the first point of contact for the business to log and resolve technical queries and incidents. Also be a contact point for Institutions regarding the USS Employer portal, working closely with all technical teams across the USSL and USSIM business. Key responsibilities
Call Logging, analysis, updating and resolution
Assisting the Business in day to day technical issues
Incident resolution
Engage technicians & suppliers to resolve incidents and fulfil request
Incident escalation and assignment
Lifecycle Incident management to resolution.
Review and active management of 3rd Party calls
Excellent communication skills, with the ability to ask appropriate, searching technical questions
Able to work effectively in a team
Excellent organisational skills
Strong customer service ethos and skills, with attention to detail
Practical troubleshooting and problem analysis techniques
Ability to prioritise, manage and perform under varying priorities
Has good inter-personal skills. Is practical, with a logical, analytical approach to problem solving. Accountability and ownership with a strong desire to make improvements to the way of working and the customer experience. Your experience Essential
Experience in a customer facing IT support role with service focus
Aids users in a professional manner following agreed procedures for further help or escalation of request. Maintains accurate records of user requests, contact details and outcome. Provides timely feedback and updates to users.
Experience of an IT Service desk procedures ensuring all calls are logged, monitored and updated with emphasis on customer service.
Following agreed procedures, receives and handles requests for support, provides information to enable problem resolution and promptly allocates unresolved calls as appropriate.
Service Delivery experience with a strong background in technical and help desk activities
Understands the significance of service level agreements and is confident in 3rd party discussions.
Provides an effective interface between users and service providers. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
Desirable IT Systems and business systems support
Windows/iPhone support and administration
Lync/Skype for Business
ITIL v3 certification
Microsoft office 365
Hardware support & configuration - Desktop / laptop
Has experience of ITIL processes and looks at ways to improve processes and procedures and ensures that all amendments are documented, and the knowledge base updated
USSL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We recognise the diverse lifestyles and priorities of our employees and have reflected this in in the company's Flexible Working Framework, which, wherever possible, supports employees to find a balance that works for them whilst ensuring we always put our members' interests first.
