Support Analyst

Salary: £20,000 to £27,000

The team provide support for the configuration and use of their product as well as several standalone products across the product suite.
 
The team consists of 1st, 2nd and 3rd line support with some additional responsibility for managing and assisting with technical deployments and upgrades.
 
The Support Analyst role provides predominantly 2nd but also some 1st and 3rd line support as part of the team that supports the products. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated, updated and managed within SLA.
The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers.
 
The post holder will receive on the job training and support from the team to ensure they can learn and develop the skills needed to carry out this role. If required, we will support the post-holder with any external training courses or qualifications to support career progression.
 
Duties and Responsibilities:

• Manage the support of customer issues using the company ITSM tool, JIRA
• Investigate incidents and replicate problems, gathering the necessary information
• Use initiative to process and prioritise faults according to incident type and in line with SLA
• Escalate any issues in advance of an SLA breach whilst retaining ownership
• To monitor support mailboxes and action any incoming mail
• Author knowledge-based articles for both internal staff and customers
• Ensure ITIL processes are followed for all incidents
• Attend meetings as required, these may be in other offices from time to time.
 
It is essential to be able to demonstrate previous experience of:

•         Quickly becoming familiar with new bespoke solutions
•         Secure data handling - Data protection/Informational Governance awareness
•         Providing user guidance
•         Troubleshooting/replicating issues
•         Identifying issues for escalation
•         Managing incoming enquires (calls/emails) and enquiries
•         Providing good customer service, manage expectations
•         Great communication skills (oral/written) for customers and internal teams
•         Self-motivated ability to work independently or work as part of a team
•         Good time management
•         Ability to prioritise and assess issue severity/priority in line with SLA’s
•         Attention to detail
•         Microsoft office skills
 
Desirable Skills

It is desirable for the post-holder to have knowledge / experience of:
• JIRA and Confluence experience
• Working within a Service Desk environment
• Software testing
• Basic understanding of Java, SQL & XML knowledge
• iOS /Android
• Cloud-based solutions such as Microsoft Azure
• ITIL 4.0 Foundation

Job Title: Support Analyst

Location: Maidstone / Hybrid

Salary: £20,000 to £27,000

Job Type: Permanent

Job Reference: LH10438