Support Officer

Job Description

Event Monitoring Support Officer My client is a leading organisation based in Belfast, City Centre - who are currently seeking an Event Monitoring Support Officer to join their team.This is a Full-Time, Permanent PositionHours of work: 37 hours per week Mon-SunShifts: There are 3 shift patterns for this rolean early, a late and a mix shift, with the mix shift being flexible to cover annual leave/sickness. The mix and the late shift will also do the early and the late weekend shift respectfully.Early: 6am-2pmLate: 12.30am-8.30pmAn employee will rotate through this 3-week pattern Early, Late, Mix, Early, Late, Mix etc.With a salary of £19,296 - £21,076 per annum (dependent on experience)Job Role:As Event Monitoring Support Officer, you will be providing an event monitoring service (Monday to Sunday) to ensure that Ticketing Maintenance Teams respond effectively and punctually to report any ticket machine faults.Essential Criteria:

• At least 1 years experience in a clerical or administrative role
• Minimum of 3 GCSEs 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
• Excellent communication skills both written and verbalwith the ability to communicate with stakeholders at all levels
• Strong focus on customer service
• Ability to manage and prioritise a busy workload
• Ability to work on your own initiative as well as part of a team
• Ability to work early mornings, evenings and weekends as part of a normal working week

Main Duties and Responsibilities:

• Cover shifts and workload as required to continually monitor a computerised event monitoring system for ticketing devices across the 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 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 passes 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.