IT Support Analyst (Digital Platform)

Role: IT Support Analyst

Location: Hampstead, North London/ Remote Working

Salary: Up to 35k

Full time: Mon – Fri 0900-1700

Reporting to: Head of Customer Service & Monitoring

About us:

Group Nexus is an established, leading player in the parking management industry. With our new and luxurious premises in Hampstead, North London our employees are given flexibility to work from the office and in their home environments. We understand that the success of our business relies upon the satisfaction of our clients and as a result, we strive to provide them with the highest service levels at all times. With a recent multi-million pound investment in digital technology and IT infrastructure, we are uniquely positioned within our sector and are able to offer our clients best-in-industry solutions to meet their ever-changing needs.

About the role:

The NexusPlatform Support Analyst role is responsible for providing first/ second line support to both internal and external customers for solutions covering all aspects of the NexusPlatform solution. This is an exciting opportunity for a candidate looking to improve their technical support skills and experience. Working within a fast-paced and dynamic team, the candidate will play their part in expanding the business with an aggressive improvement strategy, playing a key part in achieving the goals defined within our client’s strategy.

Key Objectives & Responsibilities:

• Walking users through the functions and back-end operations of the NexusPlatform
• Helping the development teams in understanding the upgrade or update requests based on customer feedback that will improve the user experience
• Monitoring and responding effectively and quickly to requests received via the IT helpdesk and creating training materials with screenshots for customers
• Providing technical support or assistance for incoming issues and concerns related to both user hardware, software and NexusPlatform
• Documenting internal procedures and maintaining daily SLA performance
• Working through the process of solving problems with clients and encouraging them to do the same in the future
• Reporting significant or recurring problems to the tier-2 support team and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves
• Proactively contacting clients, contractors and stakeholders as a part of incident management (including Troubleshooting hardware\software issues

Personal Qualities:

• Self-motivated with the ability to work under your own initiative
• Ability to work within a team environment
• Excellent verbal and written communication skills
• Good customer service and problem-solving skills
• Enthusiastic with a positive attitude
• Versatile and eager to adapt and learn new skills

Technical skills:

• Excellent computer skills and the ability to troubleshoot computer-related problems
• Proficiency in various computer software
• Proven methodical approach to fault diagnosis
• Previous experience within an IT support environment essential

Desirable:

• Knowledge of ANPR or CCTV cameras and/ or the parking industry
• Experience using monitoring tools
• Networking knowledge
• Experience using the Google platform.

Benefits for all GroupNexus employees includes:

• Generous holiday allowance + bank holidays
• Well-being support
• Cycle to work scheme
• Day off for charity work
• Hybrid working
• Company and team social events