Software Support Analyst

Software Support Analyst

A leading software corporation is hiring a Software Support Analyst to join a team of first-line support professionals who possess customer service capabilities with an interest in technology. Our client is offering training on their software products to bring the selected candidate up to speed. This unique and exciting opportunity is offering a salary up to £28,000 + hybrid working + excellent benefits to join an established team with career progression opportunities.

Responsible for day-to-day 1st line application support.

• Responsible for monitoring a ticket queue to ensure the resolution of incidents and service requests within SLA.
• Support for all project releases and code fixes following ITIL change and release principles.
• Working alongside Problem management function, identifying and mitigating trends.
• Documenting processes and producing user guides or other artefacts that support the change management function.
• Maintaining and enhancing practical and operational relationships with third party suppliers.
• Working with the testing team and business to scope and schedule testing activities.

Core skill set:

• A strong communicator with proven experience in customer experience is essential.
• An interest in technology software products is preferred.
• CompTIA A+ or equivalent is desirable
• ITIL v3/v4 Foundation is desirable.
• Basic Windows troubleshooting skills is essential
• Experience of technical authoring both internal (knowledge base) and customer-facing support documentation or articles.

Benefits: 25 days holiday + bank holidays / Life style allowance / Pension 10% / Private Health / Career development/training