About us:
Group Nexus is an established, leading player in the parking management industry. With our new and luxurious premises in Hampstead, North London our employees are given flexibility to work from the office and in their home environments. We understand that the success of our business relies upon the satisfaction of our clients and as a result, we strive to provide them with the highest service levels at all times.
About the role:
The Helpdesk Support Analyst role is responsible for providing first line support for a range of solutions. Supporting 1000+ sites, around 95% of issues can be resolved remotely but it may be necessary to book engineers to visit sites where needed. You will also be helping to configure hardware and software, providing support for troubleshooting issues with engineers onsite.
Key Responsibilities:
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Daily management of support tickets
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Daily Checks
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Compiling ad-hoc reports
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Resolving tickets to SLA
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On-site equipment sign-off
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Troubleshooting and analysis, networking, applications and systems
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Proactively contacting clients, contractors and stakeholders as a part of incident management
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Troubleshooting hardware\software issues
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Management of 3rd party suppliers
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Escalation of issues to the 2nd line support operatives
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Analysis and monitoring of site data feeds across various platforms
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Responding to daily client email/telephone support requests and queries
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Commissioning of new sites and solutions
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Analysis of site data including visits, vehicle movements, permits and potential offenses
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Provision of remote assistance to field service engineers
Technical skills:
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Understanding of Windows operating systems from XP onwards
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Understanding of network topology and communication services
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Proven methodical approach to fault diagnosis
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Previous experience within an IT support environment
Desirable:
● Knowledge of ANPR or CCTV cameras and/ or the parking industry
● ANPR
● Scripting
● Monitoring Tools
● Networking