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Service Desk Analyst

  • Location: Wiltshire
  • Salary: £20000.00 - £27000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security


Support Analyst to work for a large software company based in Chippenham providing software support for the local government. The ideal Support analyst will be creative and highly motivated, with the ability to work well within the support team as well as with both internal and external stakeholders as well as working alongside other departments. Due to the role working with the local government you must be able to obtain Security Clearance.
Support Analyst Responsibilities

  • To provide technical support on our product to external clients
  • Identify and resolve technical issues
  • Take ownership of customer Incidents to ensure timely and effective solutions are provided.
  • Thoroughly investigate reported Incidents/Defects through fact gathering and remote support.
  • First line of defence in finding the root cause of an issue
  • Build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.
  • Contribute towards Knowledge Management in the wider business, become a subject matter expert and product virtuoso.
  • Adhere to and improve upon current Application Support
  • Remain customer focused at all times.
  • Learn, support and investigate the functionality of the software at all levels.
  • Follow data protection rules.


Other responsibilities

  • Identify patterns in software usage and potential training opportunities.
  • Use expertise to influence enhancement of products with Product Managers.
  • Prioritise customer Incidents and escalate where appropriate.
  • Input experiences to team meetings and stand-ups to make others aware of progress.



Skills:

  • Relevant Application Support / Software Support experience
  • Excellent communication skills, being able to convey complex and difficult issues both verbally and in writing to customers with varying levels of technical expertise
  • Excellent analytical, process-oriented, organisational and problem-solving skills



If you believe that you'd be suitable for this position, then please send your CV over and we'll contact you asap.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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