We deliver products and services that connect and empower industry participants to address their key needs around trading, productivity and compliance. We have created farm and enterprise-focused solutions for a global community of connected businesses. As our new 2nd-line Helpdesk Analyst, you’ll work with our clients and our solutions to find fixes for all sorts of problems.
You’ll work on our level two tickets. Those range from simple technical issues to complex how-to responses. Level three tickets will have a clear path of escalation, which will be either within the support team, to one of our development teams or to our consultants. Those are tickets where the bugs are complex, or the issue relates to development, customization or system infrastructure. You will work with all of those teams in trying to improve our products and services.
Requirements:
- Experience working in a technical support role
- Strong SQL Knowledge
- Good Linux operational knowledge
- Excellent communication skills
- Experience with reading mark-up languages (XML, HTML, XSD)
- Understanding of programming concepts
- Excellent problem solving skills
- Strong time management and self-motivation skills
- Good Excel skills
Advantageous:
- ITIL certified
- Any programming experience
- Experience of EDI stack technologies
Primary Responsibilities:
- Proactive monitoring, identification & resolution of possible problems.
- Provide support to customers via telephone, email, online chat and helpdesk application
- Incident Logging on helpdesk application
- Correct identification of customer problems, logging, escalation/resolution & feedback.
- Operate in a professional and trustworthy manner
- Application testing
- Documenting Known Issues / Solutions on Internal Knowledgebase / Wiki
About Reed Business Information
Reed Business Information (RBI) provides information, analytics and data to business professionals worldwide. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day. RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.
http://www.reedbusiness.com
RBI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
RBI is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or [email protected].