Description
Roles & Responsibilities:
Receives and handles requests for support following agreed procedures
·Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate
· Maintains records and advises relevant persons of actions taken
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
Working knowledge of any SSP product including good knowledge of one or more areas/sub-systems of the product, its technical development environment and the database structure
· 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
· Computer literacy
· Knowledge of insurance industry
· A working knowledge of one or more specified operating systems appropriate for SSP’s needs
· Equivalent work experience preferably in one or more of the following areas:
o General IT Training/Support
o Insurance Brokerage
o Insurance Company
o Training Company
o Technical, e.g. hardware, operating systems or programming
Worker Type
Regular