Role duties - Accountable for the full lifecycle of service desk tickets assigned to the business systems development team, via resolution, escalation to other team members or external suppliersCarrying out root cause analysis of issues raised via the service desk and developing documented solution proposals where appropriate.Maintain a high degree of customer service for all support queries and adhere to all service management principals.Work within the Business Systems Development team to support effective project delivery through development, integration, and maintenance phases.Co-ordinating the development of and undertaking of acceptance testing by the wider business and facilitating the roll-out of new software releases.Contribute to business systems project delivery by providing a supporting role in interpreting functional requirements into implemented business processes.Interpret report specifications to develop business and KPI reporting.Oversee and maintain the quality and integrity of data held in the business systems, including script queries and tool management to aid this process.Contributing to the knowledge base of common fixes and procedures, as well as identifying opportunities for continual service improvement.Conveying technical concepts to non-technical staff

This role entails providing advice, guidance and incident management to everyone involved in the Card Payment Industry, part of a dynamic team facilitating end-to-end support, enabling businesses to offer payments across multiple channels: in-store, online and mobile.As the initial point of contact for first and second line customers, I handle incidents and requests via email, telephone and our Service Management ticketing tool to ensure that all interactions with our customers are logged accurately and that our processes are adhered to in order to provide the best experience possible for our customersI utilise triage and problem solving, using appropriate support tools and knowledge articles, to ensure prompt resolution to incidents raised by our customers. Where resolution is not possible, assignment to 3rd party resolvers/escalation is completed.I manage a workload of incidents and requests raised by both our customers and 3rd party Service Providers and own these until resolution, ensuring that Service Level Agreements (SLA’s) are met for our clients.In addition to this, I have also taken on additional responsibilities: - Handling client escalations and complaints.- Managing inbound phone calls, allocating them to agents to ensure they're answered within strict contracted SLAs.- Point of contact for support queries for the helpdesk.

Duties included managing drivers by sending them jobs, controlling their workflow to deliver fast and reliable service. I was responsible for taking jobs and dispatching them in a timely fashion - this included adjusting job allocations to drivers depending on workflow across the area. This post also included administering the office computer system and managing the workflow of control room operators, including feedback delivery and behaviour management. I also generated invoices for recovery jobs through breakdown clubs, private individual jobs and to Police Scotland for contracted recovery whilst temporarily managing a secondary office to cover long term sickness.

My key responsibilities in this role :Perform scheduled checks (such as backup completion on physical and logical media)Monitor and ensure core application and system/network availabilityAssist with management and continuous improvement of the monitoring and alerting systems.Investigate alerts generated by the monitoring systems.Manage the distributed systems and schedule deployment of Microsoft updates.Provide incident management to ensure incidents are resolved in a timely manner and that all relevant communications have been provided.Assist in the root cause analysis process to ensure root causes are correctly identified and that the correct actions are followed through to prevent re-occurrence.Raise work orders for other IT departments when work is requiredSupport change management activities including revision and drafting of new documentation & processes

Duties included helping customers deal with being victims of fraud as well as using automated systems to prevent and notify customers of potential / occurred fraud on credit card accounts. This required a large amount of careful interaction, as the fraudulent impact on a customers’ account could be quite large