1st Line Client Service Desk Specialist in London managing incidents and providing service support. Ideal for candidates with IT skills and experience in service desk roles.
About the role
- Client Support Executive providing customer support for Kainos' Smart™ applications. Analyzing customer needs and assisting with onboarding and continuous improvement of services offered.
Responsibilities
- Providing support to our customers as part of the Kainos Smart™ Gold Service, enabling our customers to maximise value-add from the Kainos Smart™ Product Suite by: Executing, Reporting and Maintaining customer Test Packs.
- Performing analysis on customer test coverage to recommend enhancements and improvements that will provide additional customer Value.
- Liaising directly with customers on a regular basis as part of the Smart™ Gold Service.
- Helping to on-board and provide Business-as-Usual Support to our Customers using the Smart™ Automated Test, Audit and Shield Applications.
- Understanding Customer Needs – You will perform analysis of Customer’s Workday configuration and understand the specific domain (HCM, Recruiting, Financials, Payroll and Security) configuration that drives their business.
- Defining, Designing, Building and Refining Test Packs - From initial discovery of the Customers’ specific configuration, you will help define the scope of appropriate tests to be created, ensuring they are aligned with the Customer’s test strategy. You will utilize the test scope to design and build test packs in Kainos Smart™, achieving a balance of efficiency versus added value for the Customer.
- Customer Upskilling - You will help transfer knowledge of the Smart™ Automated Test, Audit and Shield Applications to Customer teams and colleagues.
- Contributing to Continuous Improvement - Outside of Customer engagements, you will contribute to the continuous improvement of the Kainos Smart™ Testing and Audit products by suggesting new features & functionality and liaising with development on the creation and testing of features, fixes etc.
- Working as part of a team - You will deliver as part of a team, supported by experienced consultants and supporting more junior team members. You’ll also support your colleagues to foster an inclusive culture in all that you do.
Requirements
- Excellent customer focus, with experience in a customer-facing environment.
- Business, Finance, Computer Science or related degree to an honours level.
- A developed understanding of manual and automated testing.
- Exposure to software development, business analysis or quality assurance/test consulting environment.
- Experience in the implementation of on-premise or cloud-based Financials / Business Applications such as CRM, ERP, BI or HCM.
- Experience of the Workday Application Suite.
- Positive can-do attitude with the ability to work independently and to adapt your style and practices in order to respond to changing circumstances and customer needs.
- Clear and effective communicator (both written and verbal).
- Ability to prioritise, plan workload and meet key deadlines.
- Good commercial awareness and understanding of project and business dynamics.
- Excellent attention to detail.
- Capable of working within (remote) teams and alongside customers, as well as individual tasks with limited supervision.
Benefits
- People-first culture
- Opportunities for growth and career development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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