At a Glance
- Tasks: Manage and prioritise technical support tickets to ensure quick resolutions.
- Company: Join NEC Software Solutions, a leader in tech for public services.
- Benefits: Enjoy private medical cover, 25 days holiday, and a great pension scheme.
- Other info: Flexible working hours and access to over 15,000 LinkedIn Learning courses.
- Why this job: Make a real impact by supporting vital public services and enhancing user experiences.
- Qualifications: Experience in support roles and understanding of Ivanti and networking.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a highly motivated Technical Support Coordinator to oversee and prioritise Ivanti ticket management within the CST Tech Ops team. This role is crucial in ensuring efficient resolution of technical issues while optimising response times and maintaining service excellence. The successful candidate will be responsible for managing key performance metrics, workload distribution, and cross-team collaboration to enhance delivery and make our process more efficient.
Key Responsibilities
- Oversee and prioritise Ivanti tickets for CST Tech Ops to ensure prompt resolutions communicating goals and deadlines to team members.
- Monitor and analyse key performance metrics to boost response times and optimise ticket resolution rates.
- Manage the team's workload to ensure that user service is restored as quickly as possible.
- Collaborate with other CST teams to streamline ticket management and ensure timely resolutions.
- Proactively manage the complete ITSM workload including the Network, Wintel and UNIX systems, Web Access, VPNs and firewalls.
Responsibilities and Duties
- Assist the Tech Ops team to ensure incidents and requests are kept within SLA (service level agreement).
- Liaise closely with other team members and departments to ensure that all incidents are dealt with within contracted SLA timescales.
- Actively seek ways to drive the ticket numbers down in the queue.
- Ensure timely restoration of service or escalating where necessary.
- Monitor procedures, review and update as necessary.
- Identify and produce new procedures as appropriate.
- Work 7.5 flexible working hours, 8-6.
- Get involved in any other business activities as required.
Qualifications
- Experience working within a support role.
- Understanding of Ivanti and PowerBi.
- Some understanding of networking.
- Some understanding of Windows.
- Some understanding of UNIX environments.
- Stakeholder Management Experience.
- First Line Experience would be beneficial.
Additional Information
- We pride ourselves in offering an excellent benefits package, including an above average pension scheme.
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
- 25 days paid holiday with the option to buy/sell (FTE).
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
- A selection of flexible benefits to suit your individual needs.
- All colleagues get free access to LinkedIn Learning.
- Over 15,000 courses covering a huge breadth of subjects.
Other Information: Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required. All offers are subject to satisfactory vetting, references and occupational health checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required. NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are: We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference. We’d love your help. And we’ll support you all the way.
Technical Support Coordinator employer: NEC Software Solutions
At NEC Software Solutions, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With flexible working hours, comprehensive benefits including private medical cover and a generous pension scheme, and access to over 15,000 LinkedIn Learning courses, we empower our team members to thrive in their roles while making a meaningful impact on public services across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Coordinator
✨Tip Number 1
Get to know the company inside out! Research NEC Software Solutions and understand their mission, values, and the impact they have on public services. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which can boost your chances of landing that Technical Support Coordinator position.
✨Tip Number 3
Prepare for the interview by practising common technical support scenarios. Think about how you'd handle ticket prioritisation and collaboration with other teams. Being ready to discuss real-life examples will demonstrate your problem-solving skills and experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and making a difference in the world with us at NEC Software Solutions.
We think you need these skills to ace Technical Support Coordinator
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technical Support Coordinator role. Highlight your experience with Ivanti and any relevant technical skills, as this will show us you’re a great fit for the position.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about tech support and how your skills can help us improve our ticket management process. Keep it concise but impactful!
Showcase Your Teamwork Skills:Since collaboration is key in this role, don’t forget to mention any experiences where you’ve worked effectively in a team. We love seeing candidates who can communicate well and drive results together with others.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of all the amazing candidates like you!
How to prepare for a job interview at NEC Software Solutions
✨Know Your Ivanti Inside Out
Make sure you brush up on your knowledge of Ivanti ticket management. Familiarise yourself with its features and functionalities, as well as any common issues that arise. This will not only show your technical prowess but also demonstrate your commitment to the role.
✨Showcase Your Teamwork Skills
Since collaboration is key in this role, be prepared to discuss examples of how you've worked effectively within a team. Highlight any experiences where you’ve liaised with other departments to resolve issues or improve processes. This will illustrate your ability to enhance cross-team collaboration.
✨Metrics Matter
Understand the importance of key performance metrics in a support role. Be ready to talk about how you've monitored and analysed metrics in the past to improve response times or ticket resolution rates. This shows that you’re results-driven and focused on service excellence.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific situations where you had to manage workload distribution or escalate issues. Practising these scenarios will help you articulate your thought process and decision-making skills during the interview.
