Event Monitoring Support Officer (x1)
My client is a well-established and leading organisation based in Belfast, who are currently seeking an Event Monitoring Support Officer to join their team.
This is a Full-Time, Temporary position until the 30th of November 2024 – with an immediate start.
Hours of work: 37 hours per week (Monday to Sunday including early starts and evening work)
Cover is between 6.30am and 8.30pm Mon-Sat. Sunday 8am-4pm. Shifts rotate between 6am-2pm and 12.30pm-8.30pm
With a salary of £12.43 - £13.45 per annum (dependent on experience).
After successful training Hybrid working will be offered.
Closing date -12 noon Wednesday 11th September
Job Role:
You will be responsible for providing an event monitoring service (Monday to Sunday) in order to ensure that Maintenance Teams respond effectively and punctually to reported machine faults.
Essential Criteria:
- Minimum of 1 years' experience in a clerical or administrative role.
- Minimum of 3 GCSEs at Grade C or above or equivalent, including English & Maths OR alternatively, be able to demonstrate at least 2 years relevant experience in a similar post.
- Strong focus on customer service.
- Excellent communication skills both written and verbal – with the ability to communicate with stakeholders at all levels.
- Ability to identify and triage identified faults.
- Ability to manage and prioritise a busy workload.
- Ability to work on your own initiative as well as part of a team.
- Ability to work early mornings, evenings and weekends as part of a normal working week with the ability to cover holiday and sickness absence.
Desirable Criteria:
- Previous experience using fault logging or customer helpdesk systems.
Main Duties and Responsibilities:
- Cover shifts and workload as required to continually monitor a computerised event monitoring system.
- Identify and categorise key system faults, report these efficiently and punctually to respective maintenance teams.
- Track assigned faults from identification through to resolution, ensuring that each fault is closed and associated time taken to resolve is recorded.
- Record notes and update logs on event monitoring system for each fault.
- Escalate any faults which are not resolved inside service level agreement target times.
- Compile, produce, extract and issue daily, weekly, periodic and annual reports on fault categories, volumes, resolution times, reliability etc.
- Examine trends of recurring faults and escalate to management.
- Issue and record Vending machine access keys to authorised staff members.
- Monthly audit of Vending Machine access keys.
- Monthly audit of authorised staff with Vending Machine access keys, update record of authorised staff.
- Report software system faults with event monitoring system to supplier and track through to resolution.
- Order any necessary cleaning materials, equipment or basic spare parts for first line maintenance team and distribute to relevant staff.
- Assist with the Issue of pre-programmed passes as and when required for promotions etc.
- Investigate customer complaints about device downtime.
- Record and report on all instances of machine vandalism.
- Provide customer telephone support with queries relating to self-service machines.
- Perform all other duties as required by the Systems Dept Management.