Technical Support Coordinator in Bracknell

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 processes more efficient.

RESPONSIBILITIES AND DUTIES

• 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.
• 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 look for ways to drive the ticket numbers down in the queue.
• Responsible for ensuring the timely restoration of service or escalating where necessary.
• Monitor procedures, review, and update as necessary.
• Identify and produce new procedures as appropriate.
• Be able to work 7.5 flexible working hours, 8-6.
• Get involved in any other business activities as required.

Qualifications

• Experience working within a support role.
• Have an 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.

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.

EEO STATEMENT

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.