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Maximo Support Analyst - potentially remote

Location
Birmingham
Salary
£35,000 to £45,000
Job Type
Permanent
Posted
30 Aug 2022
Maximo Support Analyst

Location: Birmingham (ideally), potentially remote

Salary: £35-45k p.a. & benefits

Our client, a certified IBM Gold partner has identified a requirement for a Support Analyst to join their team providing internal and external support forissues surrounding the Maximo EAM system

Summary statement

The support Analyst provides 1st, 2nd and 3rd line support to our clients for their systems.

Mission

You will actively monitor the open calls, provide the initial analysis and communication with both internal and external SMEs and the customer. You will be supported by the internal consultant base and the product support team.

Deliverables:

Management of SLA s

Communications with customers

Solving client issues

Escalating issues with the product provider

Perform second and third line resolution of tickets

Provide positive and timely communications with customers

Communicate with the product provider

Record and maintain relevant information in applicable support system / tool

SLA compliance

Adhere to support processes and standards

Provision of customer satisfaction

SLA Compliance

Main tasks

Acting as client face of the employer for all support enquiries

Triage and prioritization of support tickets

Entering and follow-up on support tickets

Escalate severity 1 support tickets

Monitor SLA deadlines

Communicate call updates and resolutions to the customer

Leading problem resolution of tickets

Coordinating issue resolution with product provider or internal resources
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Details

  • Job Reference: 697875232-2
  • Date Posted: 30 August 2022
  • Recruiter: JJ Associates
    JJ Associates
  • Location: Birmingham
  • Salary: £35,000 to £45,000
  • Bonus/Benefits: bonus, pension
  • Sector: I.T. & Communications
  • Job Type: Permanent