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Are you ready to step into an exciting opportunity with a global SaaS organisation? My client is looking for a Dedicated Support Analyst to join their fast-paced growing organisation! Location - Fully Remote Salary - £27,000 - £32,000 Start Date - ASAP As part of the Customer Support team, you will be responsible for managing and maintaining the relationships with their customers after the implementation process. You are the first point of contact for the customer and are proactive in finding workarounds to your customer's issues and enhancement requests as well as following up internally on the resolution of these issues, defects or enhancement requests. Primary activities include issue diagnosis, troubleshooting, and incident management. The Support Analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. The Role: Respond in a timely fashion to contact from customers, resellers, and professional service engineers, via phone, email and electronic incident submission. Effectively interact with customers of all ability levels to understand the customers request and rapidly assess severity level. Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate personnel using approved business processes. Provides timely updates to the customer, coworkers, and management on the status of outstanding issues. Maintain status of issues in the call-tracking system and perform appropriate follow-up on escalated issues. Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development. Contribute, review and maintain knowledge base content on an ongoing basis. Understand the customer's configuration, context and practices About you: Bachelor's degree in Computer Sciences (CS) or Management Information Systems (MIS) and/or 1-2 years of experience in a similar position Minimum of 2 years experience working in a technical support environment Minimum of 2 years in a customer service environment Ability to take ownership of complex issues/assignments and follow through to completion Demonstrates aptitude to prioritise and handle multiple issues simultaneously Effective oral and written communication skills Strong attention to detail and accuracy Ability to work independently in a fast-paced technical environment Team player Competencies: Microsoft Operating Systems Microsoft Office Suite Internet and networking technologies Zendesk Jira Exposure to Project Management theory and/or practice (desirable but not essential) Familiarity with System Development Life Cycle (desirable but not essential) If you thrive in a fast-paced environment, possess exceptional customer service skills then we invite you to apply for this exciting opportunity. If you would also like to discuss this role in more detail, please contact the Pursuit Office on .
Job Title - IT Operations Analyst Sector - Finance Salary - £25,000 - £30,000 Location - Central London This position entails providing comprehensive support to the business' end users for their daily IT needs, encompassing telecoms, networking, and server support. As an integral part of a team you report directly to the Head of IT. Your responsibilities will involve the continual monitoring and upkeep of computer systems and applications, as well as the installation and configuration of such systems. You will diagnose hardware and software issues and provide solutions, either through remote assistance or in-person support. Additionally, you will generate documentation and contribute to the enhancement of collaborative online databases. Ensuring the smooth operation and maintenance of IT systems falls within your purview, encompassing proactive monitoring, routine checks, bug resolution, and application deployment in alignment with project requirements and user requests, serving as both first and second-line support. Role requirements: Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role Hands-on experience with Windows/Linux/Mac OS environments Working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions Excellent problem-solving and multitasking skills Ability to sustain a high level of drive, enthusiasm and a positive attitude when coping with pressure at work Able to work in a cooperative, respectful manner with colleagues and clients including when under deadlines Good communicator with a customer-oriented attitude Excellent attention to detail and someone who will look to improve processes where relevant Degree or training in Computer Science or a related subject is highly desirable Key Responsibilities: Provide comprehensive desktop support, encompassing telecoms and network services. Oversee telecom systems, including Etrali, Avaya, Audionet, Cybertec, IPC. Address and resolve user issues efficiently through the ticketing system. Ensure clarity during application and peripheral installations for users. Employ targeted questioning to diagnose problems and implement effective solutions. Deliver clear, step-by-step instructions to users for problem resolution. Conduct troubleshooting for remote sites with precision. Persistently test alternative pathways until issues are successfully resolved. Customize desktop applications to suit user requirements. Maintain detailed logs of technical issues and their solutions. Escalate unresolved issues to the appropriate level within the support team. Follow up with users to confirm the functionality of their systems post-resolution. Report user feedback and suggest potential product enhancements or improvements. Assist in the creation of technical documentation and manuals to enhance user understanding. If this role spikes your interest, apply now! My client is actively interviewing so please apply to be considered for interview. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.