Vacancy - 1st Line Help Desk Support Engineer
Reporting To - Engineering Support Team Lead Location - Bellshill - Innovation Centre Type - Permanent Your primary role will be to provide 1st line technical support for internal and external customers of CCL’s Transport Management System (myCCL) and our wider advanced logistics platform. What you’ll do:
Handle incoming technical support desk “tickets” raised by customers and internal users by email and phone Deal with a wide range of issues covering:
Software errors Incorrect data Requests for data extracts System performance and incidents General PC, printer and IT system issues Phone system issues
Carry out required adjustments to data or configuration necessary to resolve issues Coordinate investigations for follow up resolution action by the wider team Carry out routine customer integration/onboarding/setup activities on the platform Participate in customer success activity and building of ongoing customer support relationships Gathering and reporting of support desk operational metrics Contribute to the continuous improvement of support related processes Work with our in-house development team to resolve bugs or develop solutions to automate support related activities What you’ll bring:
1+ year’s experience of a customer facing help desk role that has involved some time in direct customer facing issue/request resolution Degree or HNC/HND or other vocational level qualification in a relevant IT service management or software/technical systems discipline Practical experience of working with SQL Relational Database Management Systems – with ability to build adhoc queries and perform data updates methodically, securely and reliably within an operational system Natural ability to investigate and diagnose the likely root cause of problems and evaluate options for resolution Working experience of operating within an Agile/Scrum/Kanban team environment Excellent communication skills – for effective interaction with customers and other team members Ability to take ownership to pursue issues through to conclusion Be a real team player with a passion to learn and share ideas What you’ll get:
Deepening your technical and business knowledge within CCL Hybrid work pattern: 2 days remote working (Monday/Friday), 3 days office based APPLY FOR THIS VACANCY
Job Title First Name * Last Name * Email Address * Contact Number * Feel free to add a short supporting message with your application Add a CV * Consent for processing your information * Yes, I consent to the storage and processing of my data Please ensure you read our Applicant Privacy Policy here
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Reporting To - Engineering Support Team Lead Location - Bellshill - Innovation Centre Type - Permanent Your primary role will be to provide 1st line technical support for internal and external customers of CCL’s Transport Management System (myCCL) and our wider advanced logistics platform. What you’ll do:
Handle incoming technical support desk “tickets” raised by customers and internal users by email and phone Deal with a wide range of issues covering:
Software errors Incorrect data Requests for data extracts System performance and incidents General PC, printer and IT system issues Phone system issues
Carry out required adjustments to data or configuration necessary to resolve issues Coordinate investigations for follow up resolution action by the wider team Carry out routine customer integration/onboarding/setup activities on the platform Participate in customer success activity and building of ongoing customer support relationships Gathering and reporting of support desk operational metrics Contribute to the continuous improvement of support related processes Work with our in-house development team to resolve bugs or develop solutions to automate support related activities What you’ll bring:
1+ year’s experience of a customer facing help desk role that has involved some time in direct customer facing issue/request resolution Degree or HNC/HND or other vocational level qualification in a relevant IT service management or software/technical systems discipline Practical experience of working with SQL Relational Database Management Systems – with ability to build adhoc queries and perform data updates methodically, securely and reliably within an operational system Natural ability to investigate and diagnose the likely root cause of problems and evaluate options for resolution Working experience of operating within an Agile/Scrum/Kanban team environment Excellent communication skills – for effective interaction with customers and other team members Ability to take ownership to pursue issues through to conclusion Be a real team player with a passion to learn and share ideas What you’ll get:
Deepening your technical and business knowledge within CCL Hybrid work pattern: 2 days remote working (Monday/Friday), 3 days office based APPLY FOR THIS VACANCY
Job Title First Name * Last Name * Email Address * Contact Number * Feel free to add a short supporting message with your application Add a CV * Consent for processing your information * Yes, I consent to the storage and processing of my data Please ensure you read our Applicant Privacy Policy here
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