Support Officer (Night and Weekend Operations) at Access Solutions

Job Description/Responsibilities

• Supports the day-to-day running of the first and second line support of solutions and applications
• Talking staff/clients through series of actions, either face to face or over the telephone to help set up account or resolve issues
• Escalating systems, applications and networks issues to appropriate department
• Providing support, including procedural documentation and relevant reports
• Supporting roll-out of new applications;
• Setting up new users' accounts and profiles and dealing with password issues;
• Responding within agreed time limits to call-outs;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritizing and managing many open cases at one time;
• Rapidly establishing a good working relationship with customers and other professionals, Testing and evaluating new applications and technologies for proper support and maintenance;
• Develops relationships with end users and clients to provide timely identification and understanding of user requirements and enhance systems issues and respond to them promptly
• Makes sure all procedures for maintenance/change control of systems have been documented.
• Develop sound working relationships with other teams within the department, sharing knowledge and experiences, providing presentations and assisting with all aspects of Customer Support and training.
• Promote quality, integrity and security throughout the organization and present a positive image to clients
• Demonstrate and encourage a strong Customer Focus to provide users with an understanding and helpful service.
• The ability to communicate effectively with users, convey and influence new ideas and articulate user requirements.
• Any other tasks as assigned by Supervisor or MD/CEO.

Requirements

• Candidate should be able to speak fluent English
• Expert knowledge of providing first level support
• Report writing and Use of Microsoft office tools
• Any first degree