Technical Support Analyst

Technical Support Analyst – Summary & Purpose of Role:

• Manage incoming incident and service requests from customers through the customer service support portal, email and telephone to ensure all contractual SLA’s are met to a high level of customer satisfaction.
• Escalate cases to other teams within our client’s business, providing detailed troubleshooting and replication steps and ensure these are managed through to completion and the customer is informed throughout the process.
• Create complex SQL scripts raised through the change management process to problem solve and fault find, resolve issues and provide database administration services.
• Share knowledge and provide help and guidance to other teams within the business including the 1st and 2nd line support.
• To use your high level of technical ability in resolving software support or environmental issues found by external customers and internal Stakeholders whilst using the available suite of software products and websites.
• Provide a high standard of customer service, able to adapt your approach dependant on customer’s technical knowledge and if needed, able to explain technical terms in a non-technical way.

Technical Support Analyst – Specification:

• You should have a high level of technical capability including database interrogation, complex SQL scripting, software fault-finding, interface/integration issue investigation and finding alternative solutions to technical software problems.
• You should be able to demonstrate initiative and have excellent lateral-thinking and problem-solving skills.
• You should be a team player who integrates easily and communicates effectively.
• You should be committed to providing a high standard of customer service (internally & externally).

Technical Support Analyst – Technical Skills & Experience required for the role:

• Background in helpdesk/technical support ideal.
• Intermediate SQL skills with an ability to create complex SQL scripts.
• Experienced offering a customer focused approach.

Technical Support Analyst offers Circa. £26,000 – £30,000 basic salary plus excellent benefits for the successful candidate. This position offers the flexibility to work remotely with the occasional need to attend our client’s office when needed.

All successful candidates will be contacted within 5 days of application, allowing for Christmas shutdown. Due to the volume of recent applications, if you do not receive a response within this timeframe please assume your application has been unsuccessful for the position Technical Support Analyst.