Technical Services Support Administrator (based India)
Division: Total Marketing Support (TMS)
General role summary
The Technical Services Support Administrator (TSSA) will be responsible for the day-to-day running and administration of all TMS software and hardware platforms.
The TSSA will effectively manage the expectations and service requirements of internal stakeholders, external customers, and vendors against pre-set SLAs.
The TSSA will maintain a log detailing progress against incident, problem and change request, and provide useful management information to enable the effective resolution of incidents, prevent the occurrence of problems, and measure time spent on change requests.
This is both an internal and customer facing role, the TSSA will demonstrate the ability to communicate and deliver effectively across multiple projects and against tight deadlines, whilst maintaining the professional reputation of the department.
Providing a first-line help desk to all users and the day-to-day interface with the software vendor for the management of system issues
Set-up, configuration, testing and re-configuration of software and data held in the LockIT system.
Assisting the Operations and Client Services teams and ensuring system adoption, delivering user training and ongoing education programs.
User and client on boarding activities as defined by the Implementation team.
Archiving and system tuning.
Ensuring compliance to audit and governance requirements (e.g. security and business continuity planning).
Responsible for building and modifying system reports.
All decisions required to ensure effective day-to-day provision of Technical Services to the TMS business and its clients. These will primarily revolve around the management of incidents and the delivery of change to established systems, against pre-set SLA or requirements.
The Administrator will have to make the decision on the severity and support route for each incident
Minimum Requirements typically required for someone to be performing fully (competently) in this job:
Level of Formal Education: Substantial experience in an equivalent position
Area of Study: Information Technology or Computer Science
Years of Experience:3+ years minimum
Experience of IT service management disciplines, and to hardware and software delivery in a related industry (e.g. Technical Admin for a print management / studio / creative service business)
Experience of helpdesk process management, systems and methods
Previous experience in delivering against tight commercial timelines / project requirements
Print/Marketing experience desirable
An understanding of the following Print Management categories:
3D/POS CAD Design
Marketing Resource Management (MRM)
Multi-channel Account Management (Digital, Mobile, Print)
Special Certifications or Technical Skills:No certifications necessary
Information Systems:?MS Office skills (to Expert level or greater in MS Excel and Access)
Print technology platforms
Technical Competencies:Experience of common reporting tools and system languages/protocol (SQL, SharePoint reporting services, VBA, HTML, XML)