Nightshift Analyst

  • Location: Edinburgh | Head Office
  • Pay: Competitive salary and benefits
  • Apply By: Wed, 31 Jan 2018

The Nightshift Upgrades Analyst works in software support, the primary functions being planning upgrades, executing them and providing excellent communication with all stakeholders throughout. A vital part of this role is owning the upgrade process, maintaining accurate records and informing the account manager and service centre of progress regularly (and Client Services Manager where necessary) and ensuring the upgrade is completed to the customer’s satisfaction. On occasions the Nightshift Upgrades Analyst will also be required to work with other Zonal departments in project work, improving processes and creating documentation

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MAIN
DUTIES AND RESPONSIBILITIES



·
Facilitating Upgrade requests submitted by the Projects
& Deployment Coordinator


·
Assigning daily work loads to seconded analysts and the
monitoring thereof.


·
Maintaining accurate logs of daily work done.


·
Producing planned upgrade reports for account managers.


·
Processing Upgrades with a goal of a 95% weekly success
rate.


·
Accurate investigation and the preparation of sites for
upgrade.


·
Logging successful upgrades on Heat.


·
Logging issues
with upgrades on Heat.


·
Continual learning to keep up to date with new software
or hardware releases.


·
Process development and improvement.


·
Addition of new fixes and updated fixes to the Knowledge Base


·
Escalating technical issues
to the Projects & Deployment Coordinator and R&D


·
Performing adhoc
monitoring on Customer systems as necessary


·
Handover documentation.





SKILLS, KNOWLEDGE
& EXPERIENCE



Essential



·
Excellent analytical skills with the ability to trace and
resolve technically complex problems.


·
Good IT knowledge, specifically relating to PCs and
networks.


·
Planning and organisational skills; able to establish
efficient and appropriate plans for self and others and adapt quickly and
effectively to unexpected changes whilst still ensuring objectives are met.


·
Customer service; understands and responds to customer
needs (internal and external) and exceeds expectations where possible.


·
Communication and team working; works co-operatively with
others to achieve a common goal and communicates information in a clear, concise and accurate manner.


·
Problem solving and decision
making; analyses information
appropriately in order to find best solutions and takes a balanced view to
reach logical conclusions and make relevant decisions.


·
Commercial and organisational focus; demonstrates understanding of overall
business and commercial issues
facing company.


·
Commitment to results; is committed to obtaining results through
taking responsibility, demonstrating a positive attitude and ensuring quality
is built into work



Desirable



·
IT related HNC/HND


·
SQL script writing


·
RDBMS skills


·
EPoS skills/Zonal product knowledge






CONTEXT



The Helpcentre provides first and second line
support to Zonal customers. The team of Helpcentre Analysts use an on-line
service to resolve operational and software problems reported by
customers. In turn they liaise with
Engineering Schedulers to arrange for faults to be resolved on-site as
required.



The Helpcentre consists of Technical Support
Analysts, Client Service Analysts, Planned work and Helpcentre Analysts. The Helpcentre operates on shift patterns
from 8am to 12am, 365 days a year.
Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and
reported back to the customer at regular intervals.



Nightshift Upgrades Analyst hours of work
are; Monday to Friday, midnight to 8am.



Contact Us

If you wish to apply for the role, please e-mail your CV to jobs@zonal.co.uk stating your current salary and a brief summary outlining your suitability for the role or apply now by hitting the button below.

If you require any further information please contact our Human Resources department via jobs@zonal.co.uk

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Statement to Third Party Agencies
To ALL recruitment agencies: We only accept CV's from agencies on the Zonal group preferred supplier list. Please do not forward resumes to our applicant tracking system, any Zonal group employees, or any Zonal office. Zonal is not responsible for any fees or charges associated with unsolicited CV's.