<p>As a System Support Analyst, you will provide 2<sup>nd</sup> Line Support to our 1<sup>st</sup> line Customer Experience team and internal and external users. This will cover software support for multiple systems relating to P2P processes. You will be logging, updating, progressing and resolving incidents or where required escalating to the Development team, to agreed standards and timelines.</p> <p>A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.</p>
<ul> <li>Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets</li> <li>Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical system or process queries</li> <li>Escalation of issues to an appropriate level, both functional and hierarchical</li> <li>Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans</li> <li>Liaise with 3<sup>rd</sup> Party vendors and internal teams</li> <li>Documentation of relevant fixes for internal Knowledgebase</li> <li>To provide assistance for moves and changes</li> <li>Data collection for reporting</li> <li>Provide ideas for service improvement that improve efficiency or user experience</li> <li>Support testing Production issue fixes</li> </ul>
<p><strong>Essential:</strong></p> <ul> <li>Ability to determine actions necessary to resolve IT incidents and requests</li> <li>Ability to work as part of a team</li> <li>Demonstrates excellent problem solving abilities and a degree of urgency and responsiveness to incidents and their resolution</li> <li>Have an organised working practice with a mature and calm approach to all user situations</li> <li>Ability to exercise sound judgement and evaluative thinking, especially under pressure</li> <li>Excellent communication skills and attention to detail</li> <li>Ability to deal with the unexpected in a calm, considered and professional manner</li> <li>Be an effective team member in cross functional project teams</li> <li>Ability to write clear procedures including technical and user documentation</li> <li>Educated to at least GCSE grade C in Maths and English</li> <li>Excellent customer service skills</li> </ul> <p><strong>Desirable</strong></p> <ul> <li>IT Support in a commercial environment</li> <li>Support of MS Office</li> <li>Execute SQL queries</li> <li>Support of bespoke software solutions</li> <li>ITIL v3 Foundation certification</li> <li>Incident Management software (i.e. Support Works, Remedy etc)</li> <li>Customer Service training</li> <li>Supporting customers with an “agent chat” Instant Messaging tool</li> <li>IT based degree (or equivalent experience)</li> <li>Supporting technologies in a BYOD environment</li> </ul>
