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Maximo Support Analyst – potentially remote

Permanent @Garniche Jobs UK in IT
  • Birmingham, West Midlands (County) View on Map
  • Post Date : September 25, 2022
  • Apply Before : October 27, 2022
  • Salary: $3,500,045,000.00 - $45,000.00
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Job Detail

  • Job ID 219133

Job Description

Maximo Support Analyst

Location: Birmingham (ideally), potentially remote

Salary: £35-45k p.a. & benefits

Our client, a certified IBM Gold partner has identified a requirement for a Support Analyst to join their team providing internal and external support forissues surrounding the Maximo EAM system

Summary statement

The support Analyst provides 1st, 2nd and 3rd line support to our clients for their systems.

Mission

You will actively monitor the open calls, provide the initial analysis and communication with both internal and external SMEs and the customer. You will be supported by the internal consultant base and the product support team.

Deliverables:

* Management of SLA’s

* Communications with customers

* Solving client issues

* Escalating issues with the product provider

* Perform second and third line resolution of tickets

* Provide positive and timely communications with customers

* Communicate with the product provider

* Record and maintain relevant information in applicable support system / tool

* SLA compliance

* Adhere to support processes and standards

* Provision of customer satisfaction

* SLA Compliance

Main tasks

* Acting as client face of the employer for all support enquiries

* Triage and prioritization of support tickets

* Entering and follow-up on support tickets

* Escalate severity 1 support tickets

* Monitor SLA deadlines

* Communicate call updates and resolutions to the customer

* Leading problem resolution of tickets

* Coordinating issue resolution with product provider or internal resources