Do you love supporting clients who have technical queries? Are you a natural problem solver and able to deliver an excellent customer service whilst solving issues? Do you have an interest in IT/Systems and enjoy working to give advice and guidance to your clients? If so, keep reading as this role might be perfect for you.
Location: Wrexham (hybrid 2 days home)
Salary: Up to £30k depending upon experience
Benefits: 25 days holiday, pension, healthcare
Hours: Monday to Friday between 8-6pm (37.5 hours per week)
Our client, a fantastic business in Wrexham are seeking a Support Analyst to join their technical team. You'll be responsible for reviewing and allocating support requests, identifying the root cause of the problem and able to resolve quickly. Using your organisational skills, you'll prioritise the critical requests and manage the demands and pressures to ensure your client has a great experience.
- Manage triage for all tech support requests received internally and externally
- Be the first point of contact for customers in Tech Support cases from initial query ensuring customers are well informed through to completion
- Always try to resolve the issue before escalating if required
- Take ownership of the trouble shooting knowledge base and process documentation to decrease volume of queries and enable self serve
- Feedback common tech support queries / user errors to relevant internal teams to consider UX improvements
- Identify duplicate or same requests and link them to save duplicate effort and to identify multiple incidents of the same root cause
- Prioritise requests based on business/customer requirements, impact and urgency and resources
- Ensure internal and external SLAs for ticket response times and resolution times are met
- Work with department objectives in mind and contribute to their success
- Constantly review support backlog to ensure accurate status of tickets is maintained
- Provide monthly reporting and analysis summaries
What experience and skills you'll need
- Diploma or bachelor's degree in Computing, Computer Science, IT or similar
- Experience in an IT/Application/Software Support role or similar
- Knowledge of the agile development lifecycle process
- Knowledge of the ITIL service desk management lifecycle
- Knowledge or experience with FreshService, Jira or similar service desk tools ideally
Roberts Webb Recruitment are acting as a Recruitment Agency in relation to this role.