Overview
Are you customer-focused and technically savvy? We have an incredible opportunity for you!
We’re looking for someone to join our iSAMS Technical Support team, working with a fantastic group of analysts to deliver top-notch second-line technical application support to our valued customers. If you thrive on providing high-quality service and enjoy solving technical problems, this role is perfect for you.
What will you be doing?
As a Technical Support Analyst, you’ll play a crucial role in ensuring our customers receive prompt and effective support. Here’s what your day-to-day will look like:
- Service Desk Management: Monitor our Service Desk logging system (Zendesk), ensuring all incidents and requests are resolved or triaged within SLAs and KPIs.
- Incident Resolution: Use remote access technology, knowledge sources, and diagnostic tools to resolve issues or escalate them to other teams or third-party suppliers.
- Call Flow Monitoring: Keep an eye on call flow and alert the relevant team when there are high volumes.
- Repetitive Incident Identification: Spot and report repetitive incidents to the relevant team with precise and accurate information.
- Support and Training: Assist Customer Support Analysts with quick and effective problem resolutions through support, guidance, escalation, or training.
- Client Interaction: Handle non-technical ‘How To’ queries and maintain accurate client information in the Service Desk logging system.
- Continuous Improvement: Participate in team projects that enhance the quality and efficiency of our support service, and keep our internal procedures up to date.
- Knowledge Sharing: Maintain a good understanding of the iSAMS product and stay informed about system developments.
- Training: Train new and existing iSAMS team members on using our system.
What are we looking for?
To be successful in this role, you’ll need:
- Experience: Previous experience in a Service Desk/Helpdesk/Support environment at the 2nd line level, including incident management and working within SLAs.
- Technical Skills: Solid knowledge of SQL using MS SQL Management Studio, experience in debugging web-based applications, and preferably coding in ASP.NET (C#).
- IT Knowledge: Some understanding of IT systems, network configuration, major applications, and desktop support.
But it’s not just about technical expertise. We’re looking for someone who is:
- Detail-oriented and has strong analytical skills.
- A strong communicator, both written and verbal.
- A self-motivated team player who can work with little supervision.
- Organised and able to adapt to changing priorities with a flexible, ‘can do’ attitude.
- Willing to learn on the job and continuously improve.
Please Note: We may close applications early if we receive a high volume of interest. If you're ready to take on this exciting journey and make a real impact, submit your application today!
Salary: Competitive plus bonus
Location: UK Remote
