Job Title: Technical Support Officer
Department: Service Desk
Location: Hybrid / Flexible Work
Salary: £30,000
Job Overview
We are looking for a skilled and proactive Technical Support Officer to join our Service Desk team. You will provide outstanding technical support for our software products, playing a vital role in ensuring smooth operations and delivering top-tier customer service.
The ideal candidate will have a background in application software support, a sharp eye for detail, and a strong problem-solving mindset. In this role, you will be responsible for deploying and maintaining systems, as well as producing clear and comprehensive documentation. Your ability to communicate effectively and resolve first-line technical issues will ensure that our applications meet high-quality standards.
Key Responsibilities
Customer Support and Communication
- Respond to customer queries via phone, email, and ticketing systems
- Maintain clear and concise communication, keeping customers informed about the progress of their issues
- Develop in-depth knowledge of the product and its value to customers in delivering their services
Technical Support on the Service Desk
- Prioritise and categorise incoming requests by urgency and type
- Conduct initial diagnosis of software, hardware, network, and database-related issues
- Resolve various technical issues, including application errors, performance problems, and configuration challenges
- Direct and clarify change requests, determining whether they fall under standard services or are billable
- Escalate complex issues through the proper channels, ensuring higher support levels have the necessary information for fast resolution
- Follow protocols during major incidents to ensure information flows to relevant stakeholders
- Identify potential risks and recommend actions to prevent incidents or bigger problems from arising
- Monitor system performance and take appropriate action to address any concerns
- Report recurring issues for further analysis and investigation
- Handle routine service tasks such as software updates and deployments
- Update reference files essential for system operation, such as TRUD files
- Understand and support application permission settings, offering advice and troubleshooting as needed
- Manage permission settings on supporting systems (e.g., SQL) to ensure smooth operation of jobs and application functions
Knowledge Base Development
- Identify gaps in knowledge base materials and create documentation to fill them
- Keep knowledge base content updated to ensure relevance and accuracy
- Stay informed on product changes and new features, taking the initiative to continuously improve product knowledge
Internal Collaboration and Compliance
- Collaborate with developers and infrastructure teams to address bugs and hosting-related issues
- Share user feedback on application performance and usability with internal teams to foster improvements
- Escalate high-impact issues to the relevant teams when they may affect business or commercial outcomes
- Ensure all work complies with security and compliance policies
- Report any potential security breaches or vulnerabilities identified within the applications
Benefits:
- Hybrid and Flexible Working
- £30,000 (Negotiable)
- Company Bonus Scheme
- Private medical insurance
- Access to 24/7 helplines
- Excellent pension contributions
- 30 Days holiday + 8 Days bank holidayi
Skills and Experience
Essential Requirements:
- Experience in supporting software applications in a technical environment
- Strong customer service skills with a positive, solution-focused attitude
- A logical approach to problem-solving and attention to detail
- Process-driven, with the ability to follow and refine procedures
- Excellent communication skills, with a focus on precision and clarity
- Able to work independently and as part of a collaborative team
- Strong organisational skills, with the ability to manage and escalate queries effectively
- Ability to take ownership of tasks and see them through to completion
- Comfortable with working flexible hours when needed
- Ability to meet deadlines and maintain high standards under pressure
- Knowledge of: SQL, IIS, Windows, HTML, Microsoft Edge, and Chrome