Excellent opportunity for tech support champion to join a unique and leading Software Provider. The successful applicant will likely have 12-24 months experience in a software support role, a working knowledge of databases, such as SQL Server and Oracle or you may be a graduate who has worked a placement year. Full training on our products will be given.
Service Desk Analyst / 1st Line Support – IT / Software / Application
Woking, Surrey Up to £25,000 DOE
Who we are:
We are the leading provider of address management and cutting-edge augmented reality solutions, helping organisations consume, share, integrate and match address data. Since 1996, our innovative solutions have provided accuracy and efficiency to local authorities, emergency services and other organisations that use address data.
The Service Desk Analyst / 1st Line Support Opportunity:
We have a requirement for an additional IT Service Desk Analyst to provide first class technical support for our bespoke software products.
As our Service Desk Analyst / 1st Line Support member, you will be responsible for providing telephone, email or remote technical support for software issues that need to be resolved within agreed SLA’s. You will therefore have great communication skills including excellent written and spoken English. The ability to troubleshoot and prioritise multiple tasks coupled with exceptional time management skills with a commitment to helping customers solve problems.
Dealing with customers in a helpful, co-operative and friendly manner, your duties will include:
+ Accurately diagnosing software issues based on the information you have been provided
+ Obtain any missing information about a problem through clear communication
+ Follow a set of steps to replicate an issue
+ Update case notes so customers can be informed of current status at anytime
+ Liaise with the software development and service teams, ensuring software issues are resolved efficiently and accurately
+ Data loading, processing and manipulation
+ Querying the customers database to help identify any issues with the data
+ Maintaining a knowledgebase of common problems and solutions
+ Keeping up to date with our products
+ Software testing of our bespoke products
Whilst not essential, a qualification in a computer-related discipline would be beneficial to your application. Similarly, knowledge of C# and .NET languages would be advantageous.
This position offers a technical support professional with knowledge of databases the opportunity to develop their career within a highly regarded company with a reputation for caring and innovation. We are market leaders in our field with major clients in our portfolio.
Under normal circumstances this position is office based. Due to the current Covid-19 Government advice it would initially be working from home so the ability to remote desktop is required.
+ All candidates must be eligible to live and work in the UK
+ Candidates should live within a 1 hour commute of Woking, Surrey
+ All candidates must be in a position to obtain UK security clearance
+ Candidates to specify salary requirements when applying
Your Background / Previous Roles May Include:
Software Support, SaaS Support, Application Support, Database Support, SQL Server Support, Oracle Support, IT Graduate
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.