Dublin City Centre 6 months+ Daily Rate Contract
Purpose of Role
My client, a large financial institution, has approved an Information Classification policy. To support this policy and to assist users in applying the appropriate classifications to documents, a project has been established to inform, educate and support staff in adopting best practice in relation to Information Classification and Information Security. Information classification software is being rolled out to all users of the clients software. In addition, Central Operating Guidelines, Handling Guidelines and a Training Program are being developed to support the adoption of classification and help ensure that sensitive material created, owned or stored by the Bank is handled by end users in a secure and proper manner.
The End-User Support Specialist will support the end users of Information Classification with issue resolution throughout the Project cycle and support the project team with accurate and clear reporting, appropriate prioritisation and escalation and proactive communications with the end users.
Key Accountabilities
Supporting the Project Lead in the co-ordination and delivery of the following:
* Manage Incoming Operational and Support Requests from end users, drive to closure within SLA
* Manage Operational communications and updates to Champion and end users
* Resolve operational problems within the defined schedules and service level agreements
* Analyse root causes of operational issues and provide resolutions and detail accordingly
* Handle escalated issues and follow-up on outstanding issues promptly
* Manage and prioritise escalations to technical support
* Recommend process improvements to improve classification efficiency
* Contribute to meetings and report on issue status
* Provide Policy and Handling Guidelines advice and support
* Provide support, input and feedback into Change and Champion workshop
Person Specification
* Experience in Customer service
* Experience in phone/call centre support
* Excellent Communication Skills (verbal and written)
* Solid problem solving and analytical skills
* Ability to troubleshoot and quickly prioritise issues and requests
* Strong documentation and assessment skills
* Interested in working in project environment
Morgan McKinley is acting as an Employment Business in relation to this vacancy.
Please note that any references to salary or pay rates in this advertisement and in the salary refinement section are indicative only and should only be used as a guide.
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