This role will involve providing support and technical advice to software users for SaaS software solutions including a business management tool and a safe control of operation work system. The individual in this role will provide both 1 st and 2 nd line support, collecting and analysing information of a users time-sensitive issues and troubleshooting during a support call to get their work rolling immediately, or working with the development team to solve more technical and time consuming issues that cant be solved over the phone. This will require you to be involved in our software development process to ensure that you have specialist knowledge on the systems to be able to analyse whether the issue is on the user side or whether they have uncovered a bug in the system. Key responsibilities Taking calls from users to gather information on their issue/query and identifying how to solve the problem Logging all users issues in our support system and keeping users updated with progress on a ticket Generating weekly reports on issues reported and solved Ensure that all SLASs are met and reporting on potential threats to SLA compliance Identifying common user issues and reporting to the development team with suggestions for possible modifications to the software to streamline the user experience Identifying that an issue can not be solved over the phone and escalating it as a more complex issue Analysing more technical issues and working with our product managers and development team to produce a solution Learning the systems and being involved in development meetings to ensure you are up to date any updates being made Development, management and updating of training and user materials About you The right individual for this role would have: Experience working in a service desk capacity would be advantageous Excellent customer service skills and telephone manner Ability to learn and pick up software applications easily Organisational skills Experience working as part of a team Benefits Competitive salary 33 days annual leave (Options to use these for bank holidays or not) Pension scheme Hybrid working arrangements