Role Overview:

PAM Group is a highly experienced occupational health and wellbeing services provider of Occupational Health, Rehabilitation, Wellbeing and Absence Management services in the UK; currently supporting more than 700,000 employees across more than 1,000 clients.

Working as part of a busy IT Operations team, the OHIO Support Analyst will provide application support to both internal customers and clients on the OHIO application. The job holder will play a key role in ensuring that all service requests and incidents are handled professionally. They will represent IT to both internal staff and key 3rd party suppliers.

Key Responsibilities:

* Manage incident, problem, service request and change volumes for OHIO Support requests

* Providing 1st/2nd line support

* Drive through resolutions to requests

* Ensuring high system availability and customer satisfaction

* Work with development team to recreate issues and deliver permanent fixes to recurring system issues.

* Create and maintain knowledge base articles to share workarounds and document solutions for known issues. Document standard changes or standard operating procedures.

* Manage resolution according to agreed SLAs and KPIs.

* Working to ITIL aligned processes.

* Make suggestions to IT Operations Manager on improvements that could be made to the OHIO Support team to improve the level of service offered.

Essential Skills

* Experience providing support to customers in application/data related role.

* Strong Excel Skills

* Excellent Customer Service Skills

* ITIL Accredited

Personal Skills

* Excellent communication skills.

* Exceptional interpersonal, including teamwork and working co-operatively to achieve a common goal.

* Be able to demonstrate the ability to work and communicate with many stakeholders with varying levels of IT capability and to handle a busy and varied workload.

* Flexible approach to work and excellent problem-solving ability.

* Ability to prioritise and use own initiative.

* Good range of analytical skills and attention to detail.

* Excellent customer service and stakeholder management skills, with the ability to build effective relationships.

* Ability to effectively prioritise and execute tasks in a high-pressure environment.

* Exercises sound judgement and recognises when judgement is poor.

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