Host Support Analyst

<p>Position: Host Support Analyst - Temporary 1 year contract, to convert to permanent<br /> Location: West Bromwich<br /> Salary: £25,000 - £27,000 plus on call allowance<br /> <br /> We are recruiting 2 positions on behalf of our client, one of the world’s leading telecoms and retail systems providers. These will be initially on a temporary 1 year contract with the potential to become permanent. These roles are based in our clients offices in West Bromwich and all candidates must be able to commute daily.<br /> <br /> Job Description:<br /> Reporting to the HOST Line Manager, you will be responsible for delivering quality client care services in a high-tech retail support environment. Core responsibilities include the drive for maintaining SLA performance and ensuring the team’s central workload is managed and distributed efficiently.<br /> <br /> Responsibilities:<br /> <br /> - Provision of a Second Level Client Care service to a specific group of clients and/or solutions.<br /> - Resolution of assigned Service Requests within pre-agreed timescales in accordance with SLA.<br /> - Provision of timely responses and updates for assigned Service Requests, such that Client Satisfaction is maintained at all times.<br /> - Accurately and promptly maintained data in the Helpdesk system.<br /> - Escalating issues to the Senior Analyst where timeframes exceed predefined goals and objectives.<br /> - Contribution to the availability rota as appropriate.<br /> - The post holder will ensure the health, safety and welfare of themselves and their team in accordance with BT policy<br /> - The post holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their own knowledge or on their ability to recognise that they will need specialist support.<br /> - To actively support, at all times, company policy and the best practice in the area of security, with particular emphasis on the protection of sensitive customer information.<br /> - Post holder is authorised to access, use or disclose customer information only when needed to do so to perform BT operational duties. Any other access use or disclosure may only be made on receipt of additional authority in accordance with SEC/POL/A008 - Information Security.<br /> <br /> Skills:<br /> <br /> - Retail knowledge<br /> - Primary NSB / BT Applications<br /> - Runtime Environments, including O/S, databases, Hardware, etc<br /> - Third Party Applications<br /> - Tools (Helpdesk)<br /> - Tools (Investigation)<br /> - Written Communication<br /> - Spoken Communication<br /> - Relationships – External<br /> - Relationships – Internal<br /> <br /> Desirable Skills:<br /> <br /> - Secondary NSB / BT Applications<br /> - Coding<br /> - Architecture<br /> - PLSQL<br /> - SQL*Plus<br /> - Microsoft SQL Server<br /> - Unix<br /> - At least 12 month’s experience in an IT Support environment<br /> <br /> Hours of Work:<br /> Whilst the normal working week is 35 hours, you will be expected to work the hours necessary for the proper completion of your duties. As they provide a service to customers who work extended business hours, your hours need to be flexible so that you can meet their requirements.<br /> <br /> Weekends and bank holidays, and overnight on-call support cover is also required outside of the core hours of 9am-5pm, Monday to Friday. However, once the successful candidates are fully up to speed they will be moving to a new 24/7 shift rota.<br /> <br /> If interested in this position please apply via the button shown.</p>