The Role:
As a Technical Support Analyst, you will gain a broad understanding of our systems and play a vital role as the first point of contact for client queries, issues, and service requests. Whether over the phone or via our helpdesk, your goal will be to assist clients, troubleshoot problems, and ensure their concerns are addressed efficiently and effectively.
Key Responsibilities:
1st Line Support:
Provide outstanding customer service as the first point of contact for client queries, issues, and service requests, adhering to agreed service-level agreements (SLAs). Troubleshooting:
Conduct basic troubleshooting steps, gather essential information, and attempt to replicate issues raised to aim for first-time resolution. Client Communication:
Clearly and effectively communicate with clients, both verbally and in writing, to understand their needs and provide regular updates on progress. System Guidance:
Advise and demonstrate system functionalities, helping clients understand how best to use our systems and services. Monitoring and Prevention:
Perform daily system checks to proactively monitor performance and address potential issues before they arise. Escalation:
Escalate complex cases internally when required to ensure swift and accurate resolutions. On-Call Support:
Participate in the helpdesk rota to provide out-of-hours support as needed. What We’re Looking For: A customer-focused individual with a passion for problem-solving and technology. Excellent communication skills, capable of explaining technical concepts to non-technical users. Ability to conduct thorough troubleshooting, with experience using both user interfaces and database tools being an advantage. Strong organisational skills, ensuring accurate and comprehensive data collection for each case. A team player who can work independently, with a proactive approach to identifying and resolving issues. What We Offer: A supportive and collaborative work environment. Opportunities for professional development and career growth. A chance to work with innovative systems and cutting-edge technology. If you’re ready to be the first point of call for our clients and make a difference every day, we’d love to hear from you!
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Provide outstanding customer service as the first point of contact for client queries, issues, and service requests, adhering to agreed service-level agreements (SLAs). Troubleshooting:
Conduct basic troubleshooting steps, gather essential information, and attempt to replicate issues raised to aim for first-time resolution. Client Communication:
Clearly and effectively communicate with clients, both verbally and in writing, to understand their needs and provide regular updates on progress. System Guidance:
Advise and demonstrate system functionalities, helping clients understand how best to use our systems and services. Monitoring and Prevention:
Perform daily system checks to proactively monitor performance and address potential issues before they arise. Escalation:
Escalate complex cases internally when required to ensure swift and accurate resolutions. On-Call Support:
Participate in the helpdesk rota to provide out-of-hours support as needed. What We’re Looking For: A customer-focused individual with a passion for problem-solving and technology. Excellent communication skills, capable of explaining technical concepts to non-technical users. Ability to conduct thorough troubleshooting, with experience using both user interfaces and database tools being an advantage. Strong organisational skills, ensuring accurate and comprehensive data collection for each case. A team player who can work independently, with a proactive approach to identifying and resolving issues. What We Offer: A supportive and collaborative work environment. Opportunities for professional development and career growth. A chance to work with innovative systems and cutting-edge technology. If you’re ready to be the first point of call for our clients and make a difference every day, we’d love to hear from you!
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