Phil Rands

£28 – 30k + Benefits – Cheshire, SK9

An Operations / Applications Support Executive / Customer Support Executive is needed to join a leading Managed Service Provider from their HQ in Handsforth. This role doesn’t require a great deal of technical skill, some exposure to IT, servers and monitoring systems would be a bonus, but training will be provided for the right candidate. It is more important that you are reliable, have excellent customer service skills and are willing to work the required office-based shifts. 
For over 30 years, this leading IT Consultancy has developed a service portfolio including private & public cloud provision and full in-house, UK based 24*7 monitoring and operations to all customers. Due to continued success, they are now seeking a talented Operations / Applications Support Executive / Customer Support Executive to join their award-winning team that includes some of the brightest minds in the industry. 
Joining the 24×7 Operations team the Operations / Applications Support Executive / Customer Support Executive will:
  • Act as the first point of contact for all support to customers outside of normal business hours;
  • Following internal incident management processes for escalation within SLA metrics;
  • Logging support tickets (Incidents / Problems / Service Requests);
  • Working within customer agreed Service Level Agreements (SLA);
  • Working towards Service Level Targets (SLT);
  • Escalating of high priority tickets following the escalation process to out of hours management and support teams;
  • Performing monthly workloads for Managed Services customers such as backups, system restarts, and month end processes where required;
  • Raise Hardware tickets to third parties (chase and progress);
  • Providing feedback and ideas on asset management because of customer requirements and technologies.
To qualify… You could be a customer focused Operations / Applications Support Executive / Customer Support Executive / First Level Operations Support Exec / Client Support Executive / Operations Support Analyst / First Level Operations Support Exec or similar who can demonstrate: 
  • Some basic commercial IT knowledge;
  • Excellent communication skills and a professional telephone manner;
  • Experience of managing / monitoring windows based systems;
  • The ability to think on your feet;
  • Ability to work flexibly to support a true 24*7 architecture;
  • Any basic operational experience of IBMi / iSeries / AS400 systems would be advantageous, but training will be provided.
In return expect a stable working environment within an industry leader, offering a fantastic benefits package that includes: 22 days holiday, Your birthday off as a holiday, 2 family holiday days at Christmas, Staff discount platform, Employee Assistance Programme with 24/7 access to helplines and counselling services, £500 bonus for outstanding employee of the month award (Subject to nomination and selection as winner), £1000 recruitment referral subject to our referral policy, On-site parking.
Hours: This role is shift based to ensure that the position is continuously manned, 24 hours per day, including evenings, weekends and Bank Holidays. Shifts run from 06:50 – 19:00 (Day Shift) and 18:50 – 07:00 (Night Shift) with a 40 minute break throughout the shift. Each shift therefore is 11.5 hours for pay calculation. The shift rota is based on a 30-day cycle.