Service Desk Analyst (5 Week Shift Pattern)

SERVICE DESK ANALYST (5 WEEK SHIFT PATTERN)

BASINGSTOKE

(3 MONTH INITIAL CONTRACT)

Our Mission: Be the leading provider of industry-specific business software that drives growth and profitability for our customers.

Epicor Software Corporation is a global leader delivering inspired business software solutions to the manufacturing, distribution, retail, and services industries. With annual turnover close to $1B and over 4300 staff we have 40 years of experience serving small, midmarket and large enterprises, Epicor has more than 20,000 partners in over 150 countries. Epicor enterprise resource planning (ERP), retail management software, supply chain management (SCM), and human capital management (HCM) enable companies to drive increased efficiency and improve profitability.

Epicor is recognized as "visionary" for completing the convergence of multiple ERP products together to create a comprehensive, 100% SOA-based solution. This strategy has enabled Epicor to continually adapt to the latest technologies available, while allowing customers to protect their investment. Utilizing Web services, Epicor helps businesses rapidly respond to change, adjust for growth, and maintain their competitive advantage on a local, regional, or global scale.

With a history of innovation, industry expertise and passion for excellence, Epicor provides the single point of accountability that local, regional, and global business demand.

ROLE SUMMARY:

To provide first line technical support to internal and external customers on a 24x7 basis aiming to restore normal service as quickly as possible. Handle incidents and service requests in accordance with corresponding procedures and guidelines.

- To provide first line technical support as part of a 24x7 Service Desk team to the agreed 5 weeks shift pattern.
- Logging all incidents and requests, categorizing and prioritizing them.
- First line triage and diagnosis, progressing calls to the highest standard and liaising with relevant second and third line teams to conclude a resolution.
- Managing the lifecycle of incidents and requests through to closure, ensuring all support requests are progressed in a timely manner and escalating as appropriate.
- Regularly updating users on Status of Services, incidents and requests.
- Conducting satisfaction callbacks/surveys to meet the high expectation of our customer base.
- Excellent communication skills (written and verbal).
- Reliable, honest and willing to go the extra-mile.
- Excellent customer service skills with a can-do attitude.
- Perform system monitoring tasks for our Managed Service customers'.
- Sharing of knowledge via the production of process documentation, training aids and internal workshops to colleagues, as required.

EXPERIENCE:

- At least 6 months experience in a similar role, preferably with technical background.
- The ability to liaise and communicate confidently and professionally with Customer representatives

at all levels in their organisation.

- Competent of working to a high standard under pressure.
- Ability to use initiative and work with minimal supervision.
- Awareness of the impact of issues with the supported Solutions on Customers' systems.
- Experience in the use of Microsoft Office products, specifically Word and Excel.
- High level knowledge in any of the following would be advantageous:
- Awareness of ITIL best practices.
- Working to Service Level Targets.
- Call logging systems.
- Relational Databases and T-SQL.
- Microsoft Windows Operating Systems.
- Computer Networks.
- ERP.
- CODA.
- Datamart & reporting tools.
- EDI.
- UNIX.
- Microsoft Visio

Please email your CV to ref JCSS