Easter Seals Jobs

Our work touches the lives of millions of people. We are dedicated to helping our clients deliver an excellent experience to the members of their pension schemes. This is an exciting opportunity to join Technology and Administration Solutions (TAS), as a Tier 1 Support Analyst within the Service Management and Support function in TAS Technology. You will be in a team of Tier 1 Support Analysts, reporting into a Manila Support Lead and responsible for the daily processing and resolution of Tier 1 production incidents.

The Role

Key Responsibilities

• Participation in day to day support call logging and allocation.

• Classify support issues received from users and allocate them with the support teams for resolution.

• Monitor and report on volume of support issues received and outstanding.

• Process fixes for standard support issues and report back to users.

• Provide an excellent customer service experience for all that contact the Support desk.

• Maintain system documentation and procedures to ensure completeness and utility.

• Ad hoc tasks to support the team and the demands of the business.

• Formulation, maintenance and execution of test plans for solutions to support issues.

• Recording of management information in respect of the issues raised by users.

• Maintenance of the team’s ticket logging system.

• Analyse and document support issues providing potential solutions or options.

• Provides mentoring and training to junior members of the team.

• Able to stand in as an escalation point in times of management absence.

• Builds collaboration and influence across WTW.

• Out of hours support may be required from time to time and colleagues will be consulted where required

Performance Objectives:

Excellence:

• Confidently analyse information and situations appreciating the wider impact.

• Anticipating problems/obstacles before they occur.

• To think creatively about solutions to problems

• Able to identify significant/high impact support issues and key details reported by users

• Able to monitor and classify support calls efficiently and allocate them appropriately

• Comfortably manage and carry out a varied workload of personal and team priorities.

• Identifies improvements in the effectiveness of the team and offers procedures to implement.

• Ensure technical

• Recognize the importance of adhering to quality standards and work procedures to maintain the integrity of the system.

People:

• Comfortably works co-operatively with others, predominately offering support where needed.

• Builds collaboration and influence across WTW.

• Provides main support and coaching to continue in the sharing of team knowledge.

• Take responsibility for own career development by seeking new challenges and accepting opportunities.

Clients:

• Regularly takes the lead and shows initiative where appropriate but equally prepared to take instructions and show respect for others.

• Contributes to varying projects across the whole department when opportunities arise.

• Works collaboratively with other teams to offer/identify areas of improvements in procedures.

The Requirements

• Highly motivated with a can-do attitude.

• Excellent Customer Service.

• Ability to work quickly and efficiently.

• Confident user of Microsoft Windows and Microsoft Office (especially Excel)

• Interested in learning UNIX based applications and SQL scripting.

• Excellent attention to details.

• Strong problem-solving skills.

• Able to work well under pressure and meet targets.

• Able to interpret figures and be able to conduct basic arithmetic calculations accurately.

• Able to write clearly and concisely and adapt styles for various purposes and audiences.

• Articulate effectively and appropriately in various situations.

• Experience of telephony administration tools (like 8X8) is advantageous.

• Experience and knowledge of ITIL and Service Desk Institute frameworks is advantageous

Technical Competencies

Subject Matter Expertise

• Developing expertise

• You seek opportunities to build your subject matter knowledge, skills and understanding of emerging technologies and industry practices in your area. You share your knowledge with team members.

• Applying expertise

• You apply your subject matter knowledge and skills to develop and improve routine and non-routine solutions

Solution Development

• Systems thinking

• You work across teams to develop solutions.

• You look at the bigger picture to identify links between domains, systems, people and processes.

• Focusing on quality

• You mentor others and take ownership and accountability for the quality of your own and team’s solutions.

Technical Communication

• Simplifying complexity

• You apply subject matter knowledge to answer technical questions clearly and concisely, limiting jargon.

• Influencing stakeholders

• You consider the needs and comprehension level of different stakeholders to determine the most appropriate content and style.

WTW is an Equal Opportunity Employer