Operational Support 

1st Line Support Engineer (Service Desk)
Cambridge

As a 1st Line support engineer you will be the single point of contact for all internal and external customers and will need to be able to demonstrate a good technical aptitude coupled with excellent interpersonal skills.

Your main areas of responsibility will be:
 

• Providing 1st line technical support, through answering support queries via telephone, email and remote control software,

• Responding to enquiries from internal and external customers and help them to resolve any product related issues

• Supporting users in the use of bespoke products by providing necessary training and advice

• Troubleshooting and providing recommended workaround/fixes to complex problems.

• As the first point of contact you will be responsible for logging calls using the fault management system and ensuring all issues are followed through the entire call life-cycle.

We require our 1st Line Support Engineer to be educated to at least HND level and to have experience of working within a similar environment. This role occasionally will involve some work to be performed outside of normal contracted working hours with the possibility incorporating shift work.
You will need to be able to demonstrate your understanding of client needs, customer service skills, your ability to prioritise workloads, time management skills, as well as an ability to display a pro-active approach, and be able to work effectively within a team.

Experience of working within ITIL environment will be desirable.

All applicants should send their CV and covering letter to recruitment@acis-cam.uk.com, all CV's and covering letters will be forwarded to the recruiting manager for short listing, successful applicants will be contacted by telephone where possible to arrange an interview.  Unsuccessful applicant will be contacted by return email.

STRICTLY NO AGENCIES.

For further information on any of the positions advertised please call 0800 952 0022


Operational Service Coordinator
As operational services co-ordinator you will report directly to the operational services team leader.  You will be responsible for providing a full range of administrative support and coordinator role service to the operational department.   You will independently administer several assigned responsibilities including preparation and delivery of customer contracts, administration of the fault management system ensuring excellent customer service at all times.

Main responsibilities:

· Preparing and producing confidential contractual agreements, resulting in the creation, maintenance and updating of confidential documents in respect of internal and external departmental functions.
· Reviewing and compiling of the maintenance register and follow-up on timelines and deliverables.
· Reviewing and compiling of the fault management data integrity report and follow-up on timelines of data monitoring.
· Ensuring faults reported from external and internal sources are generated on the fault management system efficiently, accurately, and within ACIS contract hours.
· Ensuring all fault management updates are communicated to relevant personnel within ACIS contract hours.
· Maintaining and reviewing fault management administration processes and procedures in compliance to ISO 9001 standard
· Ensuring communication levels are maintained within ACIS to Call Centre Operation, including out of hours call out rota system.
· Ensuring filing and extraction of data input / output fault information on fault management system is stored in compliance to ISO 9001 procedures.
· Maintaining documented audit trail from concept of fault to completion
· Providing clerical/administrative support, including the composition and preparation of routine correspondence, and presentations using computer software applications.
· Advising Team Leader of any issues to ensure excellent customer service.

You will be accountable for ensuring all system contractual requirements are reviewed, monitored and maintained within the fault management system.  You will need to be flexible to cover other duties.  All fault calls and notifications are generated within ACIS contract hours.

You will have experience of working in a customer focused and fast passed professional environment, meeting tight procedural guidelines. 

You will have a good academic background with proven organisational and work prioritisation skills.  Knowledge of IT systems and applications are essential.

You will be able to deal effectively with customers, demonstrate time management and be able to work to deadlines and meet team objectives.

You must be able to display a proactive approach and be flexible as you may be required to work outside normal working hours, along with working at other ACIS or customer sites as required.

All applicants should send their CV and covering letter to recruitment@acis-cam.uk.com, all CV's and covering letters will be forwarded to the recruiting manager for short listing, successful applicants will be contacted by telephone where possible to arrange an interview.  Unsuccessful applicant will be contacted by return email.

For further information on any of the positions advertised please call 0800 952 0022