Triage Analyst in Cwmbran inCwmbran PUBLISHED TUE 14 JAN 2025 Jump to job information section
Job description
Working as part of a hybrid team across Service Desk and Digital Applications, you will take calls/tickets from customers and try to resolve their queries, acting as the first point of contact, providing timely, effective and efficient support to stakeholders. If unable to resolve within prescribed timeframes, you will escalate through the functional and hierarchical escalation paths.
Working closely with more senior colleagues (and in accordance with agreed procedures) to assist with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, re-configuring systems, maintaining application data, providing guidance or training to users or operations staff, and creating or updating documentation. Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.
The role requires a self-motivated individual, able to demonstrate an aptitude for technology and a flair for troubleshooting. Able to demonstrate excellent customer service, have excellent planning and administrative skills and the ability to manage their time efficiently, ensuring all objectives and deadlines are met.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
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Requirements
See the job description for full role requirements.
Benefits
Benefits are provided by the employer and will be confirmed during your application.
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