Overview

My client is seeking a Technical Support Analyst who is a team player with excellent verbal and written skills.
The successful candidate must be able to work under pressure in a busy environment and have an
aptitude for logical problem solving. The requirement is specifically for someone with experience to help
the team move forward and provide the world class service that we strive to achieve.

JOB RESPONSIBILITIES Technical Support Analyst:
To work as part of a team delivering professional customer support to external customers on a range of
products, assisting them with hardware and software problems via phone, email and using online remote
support tools.
You will have a calm and confident nature with the experience to confidently deal with
telephone and email queries from customers efficiently and effectively. Queries may cover software,
hardware, environmental, technical or programming issues. Attention to detail is important as is the ability
to progress all outstanding calls and ensure they are resolved within SLA’s.
In addition, you will utilise a variety of problem-solving techniques including tests on data and programs,
researching existing documentation and the internet, use of the knowledge base and liaising with other
members of staff and teams, to resolve customer issues.

The role calls for ongoing ownership of logged calls, ensuring these are chased so that Service Levels are
met; contacting customers with updates to calls or to validate call closures. To facilitate this you will need
the capacity to quickly get to grips with in house software and systems; a positive and friendly attitude are
key requirements.

Reporting to the 1st Line Support Manager, the core responsibilities of the position are to:

? Troubleshoot customer support cases in a timely manner – meeting and exceeding SLA’s
Accurately diagnose the support case to ensure it reaches the correct support queue
communicating this to the customer

? Serve as 1st Line support within the Helpdesk team
? Keep clients informed of progression with issues and provide follow up as necessary
? Collaborate with other departments or offices as necessary to expedite resolutions
Promote and maintain a high quality, professional, service-oriented company image among
clients
?
Provide pro-active support assisting the Professional Services teams with remote upgrades,
implementations and updates to the internal knowledge base
?
? Maintain accurate and timely call logging in our Service Management System
? Own multiple support calls from inception through to a successful conclusion.

JOB QUALIFICATIONS Technical Support Analyst:
? Previous experience of working in an IT support role ideally supporting software applications
? An IT based degree and / or MCP qualification would be an advantage
? Excellent desktop support knowledge
? Good technical understanding of the basic IT systems including databases and networks
? Proficiency in Microsoft Office applications and good documentation / presentation skills.

Your personal characteristics will include:
Excellent communication skills, particularly over the telephone with the ability to explain
technical issues clearly both verbally and in writing
?
? Logical and analytical, with a methodical approach to problem-solving
? Solution-focused, with ability to prioritise
? Persistent and resilient under pressure
? Accurate, with high attention to detail
Team Player, with the ability to work under own initiative and willing to take personal
responsibility for issues
? Self-motivated, resourceful and keen to learn and share knowledge
? Enthusiastic, motivated, empathetic and professional
? Able to manage multiple priorities
? Flexible and conscientious
? Good team player, yet willing to take personal responsibility for resolution of issues
? Proven ability to meet deadlines
? Proven ability to problem solve and teach others

Information Technology

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Purple Placements

£23,000 – £25,000 per annum

Permanent

Support Analyst