Resolve CDL application and product incidents, reported by clients
Provide thorough investigation to find the root cause of problems
Help diagnose 2nd line technical faults with applications through resolution, within agreed SLA’s
Build and maintain excellent customer relationships
Assist with incident and problem escalation, analyzing information, identifying problems effectively and resolving 2nd line issues
Keep up to date with technology and personal development, including setting goals and objectives aligned with business values

Computer literate, with some experience of operating systems and/or PCs
Excellent customer service skills, being able to empathise with clients is a must!
Excellent communication skills, both written and verbal. You will be liaising with our external and internal partners and will have a strong customer focus
GCSE A-C in Maths and English, or equivalent
Be able to demonstrate you are a team player, as well as being able to work on your own initiative
Adaptable, flexible and able to work to agreed deadlines (SLA’s)
Passionate and possess a willingness to learn
Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial
An awareness of ITIL is an advantage

Hybrid Working (2 Days a Week in the office
SK4 2HD)
Flexible working
25 days holiday to start, increasing by 1 day per 1 year of service up to 30 days
Top employer for 10th year running
Excellent training and development platform
Opportunities for career progression
Health and Wellbeing Programme
Virtual activities, lunch and learns, coffee mornings and meetups
Life and health assurance
Electric Vehicle Scheme
Established Recognition Award System
Great Parental Benefits
Diversity and Inclusion network
Pension scheme
Community projects and volunteer days
Refer a friend bonus
On-site free parking
Open plan modern offices
Quiet Spaces are also available
Shuttle bus to and from the station
Subsidised restaurant
Games room, pool & table-tennis tables and chill out zone
Annual Hackathon & Deep Racer Events
Social activities, regular social events through our social group Xtra, including a summer BBQ, competitions, bowling, go-karting, football games, Winter party and much more!
Car wash, barber, yoga classes, boot camp and massage services all on site
Cycle to work scheme
Shower and dry rooms

Operations Technician

Key skills