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Monitor applications and software systems in support of the 2nd Line Support Lead and CRM Manager.īuilding rapport and eliciting problem details from our users. Providing first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. You have a curious enquiring mind and are excited by solving problems. You thrive under busy, variable and exciting environments where no two days are alike You’re a clear and articulate communicator, with a passion for helping people. We are serious about what we do, but don’t take ourselves seriously. Passion For Play – We are here to inspire & be inspired. We celebrate our victories and learn from our let downs. We strive to be our best to help the team be the best. We forge the future whilst remembering our roots.īe The Best In The Game – On & Off The Pitch – We train hard. Push New Boundaries – We are bold, brave and curious. We respect, support and really listen to each other along the way. We allow for individual strengths and beliefs but head in the same direction. Stronger As One Team – We are stronger together. It’s something for everyone to watch, play or enjoy, across genders, age, disability and diverse communities. It can help inclusion and social cohesion. It teaches important skills, both physical and social. We know that Cricket is a force for good and makes an enduring impact on people’s lives. The England and Wales Cricket Board is the national governing body for all cricket in England and Wales, supporting the game at every level – from grassroots to professional. Support will be provided where necessary to enable the postholder to learn and adopt new skills and responsibilities where appropriate. This job description is not exhaustive as responsibilities and accountabilities can differ from those outlined and so the post holder must be agile and willing to adapt where required. You will need to demonstrate an excellent understanding of the way the ECB works and the wider cricket network, as you will be helping the organisation to develop its functions, services and products to meet goals with internal and external stakeholders. This will be across multiple Technology projects but in the first instance you will be supporting our Safehands Management System. Acting as a tester to support the assurance stage of software development and deployment as well post-deployment and ‘business as usual’ activities on an ongoing basis.Provide 2nd line technical support to the ECB customer help desk for designated systems to assist the escalation of customer problems that are uncommon or too technical for 1st line support.Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level
This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. The Technical Support Officer’s role is to ensure proper operation of end user technology so that our staff and systems are as effective as possible.
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