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Help Desk Technician

GEMINI Overview 

 

GEMINI provides an integrated Lloyd’s Market system for Insures to instruct and pay Expert companies. The appointed Expert companies can use the system to raise invoices which are processed by ECLIPTIC on a Lloyd’s Market system. These invoices are then paid by ECLIPTIC directly to the Expert company. ECLIPTIC manage and support the entire payment process.  

 

Role Summary 

 

Helpdesk Technician will support the ECLIPTIC Service & Help Desk function within all Products.  The function is highly client focused role and will be responsible for the delivery of frontline services to divisions both internally and externally.   

 

To successfully enable to expand business and ensure operational delivery. 

 
The Helpdesk Technician will be responsible for the day-to-day operations of the Service Desk for all ECLIPTIC products, providing First Line support for all users across the business.  
 

Key Duties and Responsibilities 

 

  • Support relationships for key accounts by providing excellent customer service 

  • Support the service for all ECLIPTIC products  

  • Carry out system regression testing in line with any required system changes 

  • Provide first line support to our people ensuring 100% customer service 

  • Supporting and working with the Service Manager to ensure that the Help desk is covered from 8.00am to 6.00pm 

  • Ensuring that P1 and P2 are escalated immediately to the necessary parties 

  • Liaise with external customers via phone to assist with resolving more convoluted issues 

  • Identifying any gaps and report to the Service Manager  

  • To attend and complete the Liberty Creates Builder Essentials Level 1 Certification 

  • Provide training to new members and keep updated the User Guides and Manuals 

  • To identify and provide process improvements to the Service Manager 

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To apply please send your CV and cover letter to angela.iles@ecliptic.tech

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