Job Purpose

Be the first point of contact for customers for any Support request. Ensure tickets raised are managed and closed effectively to the customers’ satisfaction and SLAs are met. Be the representative within the company on Production Service. Additionally, advise and provide training as necessary.

 

Job Duties
  • Perform In-Depth ticket analysis, investigation, and resolution replicating client environments on internal QA sites as needed.
  • Carry out internal and external application configuration and deployments.
  • Escalate tickets to the relevant teams, actively track resolution ensuring all stakeholders are kept informed and assigned tickets are resolved in a timely manner.
  • Implement general system and user administration tasks as and when needed such as windows server and IIS configuration changes.
  • Carry out SQL configuration changes and run queries to assist in troubleshooting issues.
  • Provide system training for clients in person and remotely as
  • Monitor system alerting and perform health checks.
  • Produce reporting on Service Desk statistics as necessary.
  • Carry out preliminary analysis on Power BI-related issues.
  • Update and maintain documents and procedures.

 

Key Success Criteria
  • In-Depth analysis of assigned issues is completed within 0.5d – 3d, and the next step identified.
  • Service desk reporting is completed on time with accurate statistics.
  • High level of customer satisfaction is maintained, customers are always aware of current status and next steps.
  • Bottlenecks in resolution chain are promptly identified and escalated.

 

Required Skills and Experience
  • Customer focussed
  • Excellent communication skills both internally and with clients
  • Interpersonal skills (face to face, email, telephone)
  • Tenacious and assertive
  • Keen eye for detail
  • Experience with ITIL framework and Service Desk toolset
  • Ability to assess, prioritise and manage demand
  • Enjoy working alone and as part of the team
  • Ability to think creatively to resolve issues

Technical

  • Proven experience in a Service Desk tool (e.g., JIRA Service Desk)
  • User management tool
  • SQL or other Database scripting language skills (Preferable)

Domain

  • Knowledge of insurance terminology and Lloyd’s Market desirable

Soft skills

  • Ability to prioritise and organise demand
  • Ability to break down technical feedback in a user-friendly way
  • Pro-active
  • Tenacity
  • Interpersonal skills

 

Reporting lines
  • Production Support Manager

 

Company Guiding Principles

Technological – creating cost effective software typified by:

  • The build of modular software components that enable plug-and-play functionality
  • The delivery of scalable solutions that can work for single entities or across the whole market
  • The creation of solutions that require little development to implement, i.e., that are configurable
  • Quality software that is easily maintainable

Operational – working in ways that enable:

  • projects to be managed in an effective and efficient manner with easy visibility of progress
  • The strive for excellence in the delivery of both projects and ongoing support

Financial – ensuring the organisation has a close eye on costs from:

  • Effective cost monitoring of both inputs and outputs
  • Cost-controlling mechanisms
  • Profit-focused reporting

Regulatory – ensuring the organisation complies with all regulatory requirements:

Including, but not limited to:

  • GDPR
  • ISO 9001
  • ISO 27001

People – develop a culture that fosters:

  • High levels of teamwork
  • High levels of effective communication
  • Structured personal development
  • Innovation

Customer – develop approaches that deliver:

  • Strong customer focus on everything we do
  • Effective communications to customers
  • Excellence in delivery

Sales – Build a framework that:

  • Provides for both Company and Lloyd’s market proposals
  • Provides multiple resources able to demo our portfolio of products
  • Provides forward planning of new clients / projects

 

Galejay is an inclusive employer and prides itself on the main values of honesty and integrity. If you have these qualities and wish to apply, please send your CV to Charlie Holt-Staplehurst, Associate Director at cholt-staplehurst@galejay-recruitment.com