Support Analyst
We are looking for an experienced and motivated Support Analyst to join our team. The successful candidate will be responsible for providing technical support and assistance to our field-based teams and to our senior managers.
The Support Analyst will have experience working in an operational environment, working with frontline teams.
The Support Analyst will be required to handle customer and employee inquiries via phone, email, or other channels, ensuring that all queries are resolved promptly and effectively, as well as troubleshoot reported issues, analyze problems, and provide solutions. They will also be required to investigate customer feedback and provide recommendations for improvement.
The ideal candidate should possess excellent problem-solving skills, be a team player, and have excellent communication and customer service skills. A degree in Computer Science or a related qualification is preferred.
Support Analyst Role Purpose
The purpose of a Support Analyst is to manage and create daily, monthly work schedules for our field-based teams. Also, provide technical assistance and troubleshooting solutions to ensure the smooth running of company systems and software applications. The Support Analyst will be required to diagnose and resolve technical issues quickly and efficiently, as well as provide advice and guidance to all users. In addition, they will be required to monitor system performance, provide ongoing maintenance and development.
Support Analyst Role
The Support Analyst will be responsible for providing technical assistance to the business in resolving system issues to ensure the company meets its contractual performance. The Support Analyst will use their technical knowledge to analyze and diagnose data generated from the field teams. Identify and resolve technical problems, install and configure software updates, provide training and support for users, and maintain system security. They will be responsible for providing detailed reports on the performance achieved by the field teams to meet contractual KPI’s.
Support Analyst Main Duties
* Manage and produce work schedules for field teams
* Respond to team inquiries and provide technical support
* Investigate and diagnose technical issues
* Provide solutions to technical problems
* Produce analytical reports based on contractual KPI’s
* Create and maintain user accounts
* Update and maintain system documentation
* Assist in the implementation of new systems
* Investigate customer feedback and provide recommendations
* Participate in team meetings to discuss customer issues
Support Analyst Requirements
* Previous experience working with work task scheduling software applications
* Previous experience working with field-based teams in an operational environment
* Excellent understanding of IT systems and software applications
* Experience providing technical support and customer service
* Excellent written and verbal communication skills
* Excellent problem-solving skills
* Strong analytical skills
* Ability to work independently and as part of a team
* Knowledge of technical support processes and procedures
This is an office-based role. Given the rural location of the business, the ability to drive is essential.
Job Type: Full-time
Pay: Up to £30,000.00 per year
Additional pay:
* Yearly bonus
Benefits:
* Additional leave
* Company pension
* On-site parking
* Paid volunteer time
* Sick pay
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday
Experience:
* IT: 2 years (required)
* Technical support: 2 years (required)
* Customer service: 2 years (required)
* Analysis skills: 2 years (required)
Work Location: In person
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