Our client, based in Belfast are seeking an Event Monitoring Support Officer to join them team.
The purpose of this role is to provide an event monitoring service in order to ensure that ticketing maintenance teams respond effectively and punctually to reported ticket machine faults to minimise system downtime.
Salary: £23,922 - £25,885 Per Annum
Working Hours: 37 hours per week, Monday to Sunday
Job Type: Full Time, Temporary
Job Duties:
• Cover shifts and workload as required to continually monitor a computerised event monitoring system for ticketing devices across the Translink network.
• Identify and categorise key system faults, report these efficiently and punctually to respective maintenance teams.
• Track assigned faults from identification through to resolution, ensuring that each fault is closed and associated time taken to resolve is recorded.
• Record notes and update logs on event monitoring system for each fault.
• Escalate any faults which are not resolved inside service level agreement target times.
• Compile, produce, extract and issue daily, weekly, periodic and annual reports on fault categories, volumes, resolution times, reliability etc.
• Examine trends of recurring faults and escalate to Translink management.
• Issue and record Ticket Vending machine access keys to authorised staff members.
• Monthly audit of Ticket Vending Machine access keys.
• Monthly audit of authorised staff with Ticket Vending Machine access keys, update record of authorised staff.
• Report software system faults with event monitoring system to supplier and track through to resolution.
• Order any necessary cleaning materials, equipment or basic spare parts for first line maintenance team and distribute to relevant staff.
• Assist with the Issue of pre-programmed Smartpasses as and when required for promotions etc.
• Investigate customer complaints about device downtime.
• Record and report on all instances of ticket machine vandalism.
• Provide customer telephone support with queries relating to self-service ticket machines.
• Perform all other duties as required by the Ticketing Systems Dept Management.
Job Criteria:
Essential:
- Minimum of 3 GCSE’s at Grade C or above or equivalent, including English & Maths or alternatively, be able to demonstrate at least 2 years relevant experience in a similar post.
- At least one year’s experience in a clerical or administrative role.
- Willing to work early mornings, evenings and weekends as part of a normal working week.
Desirable:
- Previous experience using fault logging or customer helpdesk systems.
Additional Information:
This Event Monitoring Support Officer role is in Belfast, Northern Ireland.
If you're interested in this position, please send your CV to Se.Kelly@industrialtemps.com or contact our Belfast office on 028 9032 2511 and ask to speak with Se.
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