2nd Tier Desk Support Analyst, Social Care Directory
Idox plc Glasgow City, Scotland, United Kingdom
About the role
We are actively seeking to recruit a candidate into our Social Care team to assist in the support of primarily our Directory Platform, with some cross-skilling on our EHC Hub as we are looking to merge two teams into one larger support team. The ideal candidate should have experience in web application support, troubleshooting and experience working with Developers to ensure a rounded experience for our customer base.
Joining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web Development, Project Management and Professional Services, consulting and advisory work. As a member of the Service Desk team within the Public Sector Software Division, a 2nd Tier Service Desk Analyst also sets out a first-class Customer Service career path.
This particular role supports our Social Care customers and software users. Delivered as software as a service (SaaS) solutions, Idox hubs and portals enable self-service and provide efficient and easy access to family, children’s and special educational needs and disabilities (SEND) services.
To support these essential services, you’ll take full ownership of support incidents, fully investigating and effectively progressing each service ticket to the point of satisfactory resolution. You’ll be keeping all parties up to date on progress, ensuring that all incident records are accurately logged and fully completed, paying close attention to compliance, process and recording, as well as fully supporting our customer.
Key Responsibilities
* Supporting web-based applications that are developed in-house
* Responding to all customer support incidents within the agreed SLA timescales
* Taking ownership of all assigned incidents and progressing these through to resolution, ensuring the customer is kept informed of incident progress
* Fully investigating the query and undertaking fault replication within the company’s software as appropriate
* Accurately recording all related communication and actions into the incident logging system in accordance with the agreed procedure
* To develop and maintain up to date detailed knowledge of the Company’s products in accordance with a personal development plan
* Ensure all direct contact with customers is carried out in a professional and courteous manner, ensuring the company is represented to the highest standard.
To be successful, you’ll need to bring:
* A strong foundation understanding of software applications, ideally in support or service delivery
* Working knowledge of server-side vs client-side code execution
* Working knowledge of HTML/CSS and a readiness to develop skills in JSP
* Experience of working as part of a team within a busy customer driven environment
* Ability to work to tight Service Level Agreements
* An ability to understand new technologies and terminology quickly
* Confidence in dealing with challenging situations, and the ability to work under pressure
* Self-motivated: able to use own initiative, working well in a team and individually
* Excellent customer service and diagnostic skills.
* Experience working alongside Developers, Jira, DevOps.
* Minimum 1 year (12-18 months) experience with Applications Support as a core skill or with in-house applications.
About Idox
Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments.
We employ around 660 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.
Our Culture
We are ambitious in working together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity. Idox is a company where we can all be ourselves and succeed on merit, where we respect all our employees, customers and communities in which we live, work and are a part of.
How to apply
Please submit a CV, and a short cover letter (maximum 500 words - including salary expectation, and current remuneration) explaining why you feel you would be suited to this role.
Please note successful applicants will need to satisfy the BPSS guidelines (Baseline Personnel Security Standards) which consist of the receipt of satisfactory references covering the last 3 years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check. This is in order to help us make safer recruitment decisions.
Please read our Recruitment Data Privacy Policy here: https://www.idoxgroup.com/policies
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