TECHNICAL SUPPORT OFFICER (MIS & Curriculum) Job Description:
Responsible for the day-to-day provision of technical support in relation to MIS & Curriculum elements of the EN(ni) contract ensuring a high quality service.
Duties & Responsibilities
Contributing to MIS & Curriculum Technical Support Team to attend sites/remote fix to achieve SLA.
Must meet deliverables set by Service Delivery Manager & Project Managers on assigned activities.
Generate and prepare internal and external customer reports and proposals as specified and required as per role requirements.
Maintain and build technical relationships with Strategic Support Partners to maximise opportunities.
Manage outstanding calls to closure using available service tools i.e. CSM, Dashboards, and Aged Calls Reports.
Manage internal databases and procedures relevant to MIS & Curriculum Processes to ensure compliance.
Provide support to business functions when directed to by Strategic Service Delivery Managers.
Manage Support Partner related calls and queries.
Contributing to regular MIS Upgrades within agreed timescales.
Performing and auditing MIS Patch Management across the EN(ni) estate.
Required Knowledge and Experience
Experience of managing personal workloads.
Experience of working as part of a team.
Excellent knowledge of coordinating Strategic 3rd Parties
Strong knowledge of MS Office work packages, i.e. Word, Excel, Outlook & CSM.
Proven experience in customer facing 2nd line support.
Understanding of ITIL service management.
Excellent English communication skills, both written and verbal, including proposal and business writing skills.
Experience in working in a high-pressure environment and meeting tight deadlines.
MIS knowledge an advantage.
All candidates must be able to demonstrate a pre-existing right to work in the UK.
Documentary proof will be requested at interview.
Capita IT Resourcing is acting as an Employment Business in relation to this vacancy