Software Support Analyst - 1st / 2nd Line

£20k - £28k + benefits
Permanent
Wales
Start date:
ASAP

ITIL, SQL, App Support, Querying, Troubleshooting, Ticketing

Location: Wrexham (flexi-remote working, 3 days WFH)

Salary: £22,000 - £28,000 + Excellent Benefits

As a Customer Support Analyst, you are responsible for triaging support requests with all customers. This will suit a natural problem solver who loves identifying the root cause of issues and capable of resolving these issues effectively. Being personable and customer eccentric is essential!

Skills & Experience:

  • 1st & 2nd Line Software Support experience
  • IT/Application/Software Support (SQL Server)
  • Agile development lifecycle process
  • ITIL service desk management lifecycle?
  • Ticketing tools – e.g FreshService, Salesforce, Zendesk, Dynamics etc.
  • Managing triage for all tech support requests received internally and externally?
  • First point of contact for customers in Tech Support cases
  • Using your awareness of our systems and products
  • Feeding back on common tech support queries / user errors to relevant internal teams to consider UX improvements?
  • Documentation
  • Reporting and analysis summaries
  • Investigating incidents, resolving and escalating problems to product development?
  • Diploma or bachelor’s degree in Computing, Computer Science, IT or similar

Apply now
Thomas Oddie
Senior Consultant

What happens now?

Step 1: Look out for our response
If shortlisted, we aim to contact you within 3 working days.
Step 2: Get ready to talk
You’ll work with our consultant to figure out if this role is your perfect match.
Step 3: Submit an application
Step 3: Submit an application