IT Support Engineer at Allwyn Lottery Solutions supporting users with systems and cloud platforms. Onboarding new starters and resolving IT support requests as part of a dynamic IT Services Team.
About the role
- Software Support Analyst providing 1st and 2nd line customer support. Part of Velociti Solutions, serving transport authorities with innovative digital solutions.
Responsibilities
- Act as the first point of contact for all customer enquiries and issues raised by phone, email and via our Customer Self Service Portal.
- Triage/ troubleshoot queries and if required, work in conjunction with various departments to investigate and resolve issues.
- Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged.
- Ensure support tickets are completed within defined customer Service Level Agreements.
- Escalate issues that cannot be resolved as required.
- Input details of support tickets into Velociti’s customer support tracking software (Zendesk).
- Document troubleshooting and problem resolution steps and write knowledgebase articles for recurring support requests.
- Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy.
- Maintain an up-to-date working knowledge of Velociti’s products and services and deliver training sessions on Velociti products to colleagues.
- Take a proactive approach to addressing support calls and identification of for example repeat issue.
- Communicate effectively with other departments teams as required.
- Take a flexible approach to requests to perform tasks as directed.
Requirements
- A customer orientated mindset.
- The ability to deal with competing priorities.
- Confident and professional phone manner.
- Good email writing / ticket updating skills.
- Analytical mind.
- Good problem-solving skills and the ability to think outside the box.
- Methodical/ logical approach.
- Work well as part of a team and also able to use own initiative.
- Good communication skills and the ability to adapt communication style to suit the audience.
- Zendesk / SQL/ PowerBI knowledge an advantage.
- Experience working in a support environment an advantage.
- Experience/ interest in public transport an advantage.
Benefits
- 25 days holiday plus bank holidays and an additional 3 days for Christmas
- Extra day’s leave for Birthday
- Hybrid working
- Company Pension
- Income Protection
- Life Assurance
- Private health care
- Cycle-to-work scheme
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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