Support Analyst Apprentice

Are you ready to kick-start your career in IT and customer support? Do you thrive on solving problems and helping people? If so, we have the perfect opportunity for you to join our dynamic team as a Support Analyst Apprentice! You’ll receive hands-on training, mentorship, and the chance to develop invaluable technical and communication skills.

The role is responsible for the end-to-end management of support tickets raised by customers for products across the Oracle CX platform, working closely with all members of the Managed Services & Support team. This role also includes the management of IT support tickets raised by the internal Enigen team.

This will include communication with customers to obtain the necessary information to review and resolve tickets, configuration and development of customer environments, and escalation to the product vendor (Oracle) as necessary.

Continual skill development is a key expectation for this position, to meet current and future support needs in an expanding area of the company.

Key responsibilities include:

• Managing and documenting help desk tickets
• Assessing and resolving tickets by configuring or developing supported applications
• Liaising with customers via phone, email, ticket, and video conference, including delivering service and ticket updates/presentations
• Follows support processes and tracks against SLA’s
• Working closely with the Managed Service & Support Manager to identify, escalate, and resolve support enquiries as necessary
• Developing personal skills across the current and upcoming Oracle applications in line with business strategy
• Ongoing collaboration with the support team to share knowledge and identify development needs
• Raise and manage service requests with Oracle for supported products
• Managing internal IT support requests
• Supporting marketing and brand activities. 

The list of main activities is not exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience
• Written and verbal skills
• Ability to multitask
• Keen to engage and learn
• An interest in technology
• Ability to work independently

• maths and English GCSE, grade A*-C/9-4 (Essential)