Systems Support Officer

Modvic Group of Companies Limited; Ashford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A technology services provider in Ashford is looking for a skilled professional to drive system implementation and service desk activities. The role involves ensuring SLAs are met, logging support requests accurately, and communicating effectively with stakeholders. Ideal candidates will be proactive in identifying issues and developing mitigation strategies, while also managing common issues in a collaborative environment. This position offers a chance to influence service delivery and enhance customer satisfaction.

Responsibilities

• Drive system implementation projects ensuring required systems are in place.
• Ensure service desk activities are documented and SLA’s are met.
• Log support requests with accurate information.
• Communicate Modvic's strategy to stakeholders.
• Handle identified issues and provide mitigation strategies.
• Turn common issues into FAQs or lessons learnt.
• Report on support requests and resolutions regularly.

Job description

Overview

Drive the development, implementation and provision of support for the customers' core applications and systems used across their Service Deliveries.

Responsibilities

• Drive system implementation projects across Modvic ensuring new programs have the required systems & knowledge to meet the contractual requirements we have with our customers.
• Ensure service desk activities are completed and also ensuring SLA’s are met in meeting customer needs when jobs are logged.
• Ensure all support requests are logged and that records contain accurate, comprehensive and quality information.
• Communicate and promotes the Modvic strategy to its and key stakeholders in order to foster their understanding and commitment.
• Support and handle issues and risks that are identified through clear and accurate communication and providing appropriate mitigation strategies to the risks identified.
• Ensure common issues are turned into FAQ’s or lessons learnt and shared with the rest of the team.
• Updating Enhancement Log and report statistics on all support requested and solved in either a fortnightly or monthly basis