Ticketing Agent

Job Description

Event Monitoring Support OfficerMy client is a well-established and leading organisation based in Belfast, who are currently seeking an Event Monitoring Support Officer to join their team.This is a Full-Time, Temporary position until the 30th of April 2024.Hours of work: 37 hours per week (Monday to Sunday)There are 3 shift patterns for this role - an early, 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 - 2pm• Late: 12.30pm - 8.30pmAn employee will rotate through this 3-week pattern Early, Late, Mix, Early, Late, Mix etc.With a salary of £22,782 per annum, pro rata.Job Role:You will be responsible for providing an event monitoring service (Monday to Sunday) in order to ensure that Maintenance Teams respond effectively and punctually to reported machine faults.Essential Criteria:• Minimum of 1 year’s 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.• Strong focus on customer service.• Excellent communication skills both written and verbal – with the ability to communicate with stakeholders at all levels.• Ability to identify and triage identified faults.• 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, to include covering holiday and sickness absence.Desirable Criteria:• Previous experience using fault logging or customer helpdesk systems.Main Duties and Responsibilities:• Cover shifts and workload as required to continually monitor a computerised event monitoring system for devices.• 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 machine access keys to authorised staff members.• Monthly audit of machine access keys.• Monthly audit of authorised staff with 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 machine vandalism.• Provide customer telephone support with queries.• Any other duties as required by management.