ROLE DESCRIPTION

To work as part of a geographically dispersed IT team to provide technical support and service, enabling HEROtsc’s contact centre technologies to run effectively and efficiently.

PURPOSE & CONTEXT

To work as part of a geographically dispersed IT team and assist in supporting and growing the business; to be flexible and respond to critical issues; and assist in activities to achieve business objectives.

SKILLS/KNOWLEDGE & EXPERIENCE

Prior experience of supporting multiple system and users in a contact centre environment.
In-depth knowledge of contact centre technology and processes and how these can be improved through exploiting existing technologies and introducing new solutions.
Clear and concise communication skills to all levels of staff.
Planning, organisational, and time management skills.
Ability to work under pressure and support operational requirements within short timescales.
Proven track record in adhering to and supporting change management initiatives.
Excellent understanding of relevant internal systems, software and hardware examples are HP, Dell, Cisco, Microsoft operating systems and applications, Linux, Avaya, Citrix, IVR, VOIP
Ability to operate within a team of people to ensure operational requirements are supported and met within specific timeframes.
Ability to multi-task and work on own initiatives in the absence of management. Results focused and committed to high personal standards and a desire to develop via self-study and formal training.
Ability to work from a Helpdesk system and work on requests based on priority and severity.