Job description

In a nutshell

To be part of the 1st Line Support team, managing and resolving support tickets ensuring that ITM’s clients, who are using our Pensions software applications, receive first rate customer service and technical support. The primary role is to help resolve technical problems with our software applications, both internally and for our external clients, via email, phone and MS Teams.

What you will be doing:

No two days will be the same, and each day will present new challenges to you. You will be thinking on the spot, dealing with both incidents and service requests, working collaboratively with other individuals and teams to get to the bottom of the problem. Initially you will be taught how to perform tasks such as password resets and setting up new users in a cloud environment. However, as you settle into the role, and your expertise and knowledge grow, you will expand into higher level support and become involved in more complex aspects of the support desk role such as using SQL to resolve issues, identifying problematic servers and the services that may need to be investigated as problems arise.

You will need to:

- Record and track all incidents and service requests reported using our ticketing system

- Triage, troubleshoot, prioritise and resolve (where possible) incidents and service requests, for example password resets, create new users, identifying and fixing (where possible) error messages within our applications, providing information and guidance on workarounds to resolve known issues.

- Escalate any incidents and service requests to subject matter experts to assist

- Chase tickets where required in a timely fashion, keeping all parties informed of progress

- Assign internal issues to appropriate teams, track progress, and pursue / escalate as necessary, keeping all parties informed of progress

- Understand our Service Level Agreements (SLA’s) so incidents and service requests are dealt with appropriately and in a timely fashion and do not breach

- Be able to identify urgent issues and escalate to the Service Delivery Managers and/or Client Relationship Managers (for example if a P1 or P2 incident)

- Provide advice and guidance to our clients across our product suite, software solutions and calculations (full training will be provided)

- Share knowledge and best practices

- Maintain and create support desk documentation to be shared either internally or with clients

- Become familiar with and support new technologies and software as and when they are introduced to the company

- Carry out team supported service requests as agreed with your Manager

- Work on a rota basis (covering core support hours Monday to Friday 08:30-17:30)

What will you bring to the role?

Be able to work both independently and as part of a team

Be confident talking to external clients

Knowledge of the following would be advantageous, although training would be provided:

- SQL

- Active directory Group policies

- Microsoft Office including Office 365

- Windows servers

- Previous support desk experience

- Previous ticketing systems experience

Why ITM?

ITM is a fast-growing pensions technology software provider and data consultancy. We help the pensions and insurance industry get full value from their data, providing software solutions and solving complex data problems so that they can save money, reduce risk and give their customers a better experience. Our clients choose to work with us because they benefit from a combination of our deep and broad experience of using technology to support their business, our willingness to share their challenges and resolve their issues, our determination to get results and to deliver a high-quality service to them.

What we offer

We will ensure you are provided with the best training, to learn the role and gain a broad knowledge of all our products that we support, as well as developing your technical skillset, and you will be given the opportunity to grow and progress your career at ITM.

We also offer a great benefits, reward and recognition and wellbeing package.

Subject to all necessary pre-employment checks, identity and right to work.

Job Type: Full-time

Salary: £20,000.00-£24,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Enhanced paternity leave
• Gym membership
• Life insurance
• Private medical insurance
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Bristol: reliably commute or plan to relocate before starting work (required)

Experience:

• customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Bristol

Reference ID: First Line Support