Job Description Job Title: Reports to: Job Purpose To assist the Support Manager in the day-to-day management of client support to include the co-ordination, implementation and invoicing of client support and co-ordinate the day-to-day administration of support tasks. Key Responsibilities The key responsibilities are to: Ensure that support work is efficiently scheduled and provide accurate and effective briefs for the studio for each support job. Monitor progress according to a plan, setting clear objectives and identify interventions needed Implement a high level of quality control ensuring that the correct ISO 9001 2000 Quality Assurance procedures have been carried out for individual jobs and report back to the Support Manager Liaise with the account teams and provide them with reports on support activity Communicate directly with clients taking details of their requirements, briefing the problems to the studio and providing the clients timely and appropriate status reports Monitor and complete records on the support bug tracker and maintain records within Goldmine and Pro-Ad Deputise for the Support Manager on some HR issues e.g. holiday authorisation and recruitment Mentor and coach more junior members of the Support Team and assist the Support Manager in their continuing professional development Assist in the preparation of quotes and invoices for chargeable support work. Manage all job handling procedures up to and including the point of invoicing. External Client Ensure plans meet the internal/external customers’ needs Be a point of contact and assistance for clients, ensuring the department takes clear technical briefs and that the impact of a problem on a client’s site is accurately assessed to enable sound judgement in relation to work priorities Prepare and enforce support contracts Evaluate a problem objectively and creatively using a variety of approaches and making sound recommendations
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Senior Support Analyst Support Manager
Be responsible for regular/clear feedback on progress to clients, explaining technical work at a level easily understood by the client Attend client meetings to discuss ongoing support requirements Liaise with account teams to identify any opportunities for additional support work Identify when more information or management input is required and escalate accordingly Develop effective and lasting client relationships by gaining their confidence and trust Assist the Support Manager with managing the account processes and preparing financial reports for the department liaising with the finance department. Internal Client Liaise and communicate effectively with other Redweb colleagues to ensure a professional service Effectively delegate tasks to the appropriate technical or creative specialist Respect and treat professionally your Redweb colleagues at all times. General Communicate proactively and professionally with clients and your colleagues Prioritise daily workload - organise, monitor and control resources to meet plan Identify and react appropriately to events threatening the plan Continually work to improve client satisfaction Identify where you add value to the business and its products Understand your role, obligations and responsibilities Talk to your line managers about any issues to prevent problems escalating Use your working time both efficiently and effectively to the benefit of the company Keep your workspace and environment clean and tidy Limit the impact of Redweb on the environment by understanding and supporting the policies, programmes and procedures described in our ISO14001 Environmental Management System Understand and comply with Redweb’s HR and company policies as defined on the intranet Ensure an understanding of the Redweb quality policy and adhere to the relevant sections of our ISO9001: 2000 procedures
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Protect information and confidentiality of Redweb and its clients by adhering to and understanding the relevant sections of our Information Security Management System ISO27001 Undertake other reasonable duties as defined by the Support Manager.
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Person Specification – Senior Support Analyst Qualifications and Training Educated to degree/HND level or experience in their appropriate discipline Essential relevant X Desirable
have
Experience Essential Proven experience in a similar position X Experience of working in a digital agency environment Experience of managing/assisting to manage a small team Skills and Knowledge Demonstrates strong analytical skills A knowledge of security issues within a web based agency Ability to deputise for the Support Manager on e.g. recruitment, HR issues Excellent verbal, written and presentational skills Ability to prepare clear written and/or verbal briefs for colleagues Ability to develop strong business relationships with clients and colleagues Ability to formulate realistic plans to deliver the work within SLA timescales Ability to analyse and synthesise complex verbal and written and data and make appropriate recommendations Excellent organisational skills including time management, planning, hitting deadlines, objective setting High level of ICT skills including use of spreadsheets, word processing and e-communications Demonstrate a commercial awareness and the ability to assist in co-ordinating resources to meet client/Redweb goals Be capable of explaining technical solutions at a level sufficient for other clients and colleagues Experience of mentoring and training staff Experience working with Windows Server, Content Management Systems (CMS) and/or web hosting Demonstrate an understanding of the financial impact of the role and be able to meet revenue targets Disposition and Motivation Demonstrate a methodical approach to tasks Ability to handle interruptions and unreasonable demands Be well presented Capacity to work individually without supervision Capacity to work effectively within a team Demonstrate the ability to be assertive Demonstrate a calm, professional and courteous attitude to clients and colleagues Willingness to undertake training and development to enhance ability within the role, including keeping up-todate with new and emerging technologies Essential X
Desirable X X
Desirable X
X X X X X X X X X
X X X X
Essential X X X X X X X X
Desirable
C:\Documents and Settings\samanthagibson\Local Settings\Temporary Internet Files\OLK36A\Senior Support Analyst July 09.DOCC:\Documents and Settings\samanthagibson\Local Settings\Temporary Internet Files\OLK36A\Senior Support Analyst July 09.DOC
Flexible, creative, innovative Committed to equal opportunities Job Circumstances Willing to undertake security check appropriate to the role Willing and available to work outside of normal working hours as required to fulfil the duties of the post Willingness to undertake travel as required to fulfil the duties of the post
X X Essential X X X Desirable
Values Understand your own and other staff roles and responsibilities Communicate with clients and colleagues courteously Use company services for personal use with consideration Understand, utilise and enhance Redweb knowledge bases or libraries Promote Redweb in a positive light, never be negative Enjoy your working day; if you have concerns, talk to you line manager Keep Redweb legal.
C:\Documents and Settings\samanthagibson\Local Settings\Temporary Internet Files\OLK36A\Senior Support Analyst July 09.DOCC:\Documents and Settings\samanthagibson\Local Settings\Temporary Internet Files\OLK36A\Senior Support Analyst July 09.DOC