Technology Support Analyst

Reports into: Technology Support Manager Department: Technology Services Location: Hendon, occasional travel to GAIL''s retail locations and head office Working Hours: 40 hours (shifts covering 8am to 6pm) Evenings and weekend on-call rota cover Overall Purpose of the Role A hands-on role to deliver technology service level agreements with the wider business.Resolve questions related to systems, software, connectivity and hardware.Successfully triage questions and deliver self-help solutions and recommendations.Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team.Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered. Areas of Responsibility Reporting to the Technology Support Manager.Work flexibly and be part of the on-call rota.Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the businessDeal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)Provide hardware and software support both locally and remotely for the GroupTake on additional tasks or responsibilities as business needs dictate and/or as part of own professional developmentManage your question / ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to ..... full job details .....