Job Title: Technical Support Officer Department: Service Desk Location: Hybrid - 3 days a week on site Salary: £30,000 Job Overview We are looking for a skilled and proactive Technical Support Officer to join our Service Desk team. You will provide outstanding technical support for our software products, playing a vital role in ensuring smooth operations and delivering top-tier customer service. The ideal candidate will have a background in application software support, a sharp eye for detail, and a strong problem-solving mindset. In this role, you will be responsible for deploying and maintaining systems, as well as producing clear and comprehensive documentation. Your ability to communicate effectively and resolve first-line technical issues will ensure that our applications meet high-quality standards. Key Responsibilities Customer Support and Communication Respond to customer queries via phone, email, and ticketing systems Maintain clear and concise communication, keeping customers informed about the progress of their issues Develop in-depth knowledge of the product and its value to customers in delivering their services Technical Support on the Service Desk Prioritise and categorise incoming requests by urgency and type Conduct initial diagnosis of software, hardware, network, and database-related issues Resolve various technical issues, including application errors, performance problems, and configuration challenges Direct and clarify change requests, determining whether they fall under standard services or are billable Escalate complex issues through the proper channels, ensuring higher support levels have the necessary information for fast resolution Follow protocols during major incidents to ensure information flows to relevant stakeholders Identify potential risks and recommend actions to prevent incidents or bigger problems from arising Monitor system performance and take appropriate action to address any concerns Report recurring issues for further analysis and investigation Handle routine service tasks such as software updates and deployments Update reference files essential for system operation, such as TRUD files Understand and support application permission settings, offering advice and troubleshooting as needed Manage permission settings on supporting systems (e.g., SQL) to ensure smooth operation of jobs and application functions Knowledge Base Development Identify gaps in knowledge base materials and create documentation to fill them Keep knowledge base content updated to ensure relevance and accuracy Stay informed on product changes and new features, taking the initiative to continuously improve product knowledge Internal Collaboration and Compliance Collaborate with developers and infrastructure teams to address bugs and hosting-related issues Share user feedback on application performance and usability with internal teams to foster improvements Escalate high-impact issues to the relevant teams when they may affect business or commercial outcomes Ensure all work complies with security and compliance policies Report any potential security breaches or vulnerabilities identified within the applications Benefits: Hybrid and Flexible Working £30,000 (Negotiable) Company Bonus Scheme Private medical insurance Access to 24/7 helplines Excellent pension contributions 30 Days holiday 8 Days bank holidayi Skills and Experience Essential Requirements: Experience in supporting software applications in a technical environment Strong customer service skills with a positive, solution-focused attitude A logical approach to problem-solving and attention to detail Process-driven, with the ability to follow and refine procedures Excellent communication skills, with a focus on precision and clarity Able to work independently and as part of a collaborative team Strong organisational skills, with the ability to manage and escalate queries effectively Ability to take ownership of tasks and see them through to completion Comfortable with working flexible hours when needed Ability to meet deadlines and maintain high standards under pressure Knowledge of: SQL, IIS, Windows, HTML, Microsoft Edge, and Chrome