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Clear IT Recruitment Limited
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Leeds, West Yorkshire
Support Analyst
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
Our client based in Leeds West Yorkshire is seeking a Professional Service Support Analyst. The Professional Service Support role provides second level business-technical coordination between my client’s business customers and the Professional Services team whose developers provide customer-specific software development and defect fixes for my client’s reports and integration software. Role: • Identify and assess customers’ needs to achieve satisfaction and document concisely, accurately and unambiguously any new software requirements, changes and defects • Manage the coordination, communication and updates between the customers, developers and any other parties involved in new custom development or software fix • Provide prompt, accurate and meaningful feedback to customers and diligently work within due dates and SLA. • Establish a good working relationship with customers and developer colleagues translating business requirements into well formed, complete work packages, and developer technical responses into business/layman language • Research, diagnose, troubleshoot and identify solutions to resolve customer issues • Provide support, including procedural documentation & relevant reports as requested • Accurately document, prioritize & manage multiple cases simultaneously on a ticket management system • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams and set appropriate due date reminders Your Competencies: • Previous Customer Service Experience (Essential) • IT application support experience - 3 years (essential) • SQL (preferred) • Analysis, test, reporting experience (preferred) • Highly organised and able to problem solve • Understanding of business intelligence/reports (preferred) • Understanding of systems integration (preferred) Your Rewards: • Salary: Competitive - depending on experience and level of responsibility. • 33 days holiday, plus bank holidays, plus Birthday • Pension plan (NEST 3% employer, 5% employee) • Gym membership assistance £20 gross pay monthly (for 12 months). • Free massage in the office Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited. Please Note: Due to the number of applications we receive we may be unable to respond to every application directly. If you have not heard from us within 3 working days please assume your application has been unsuccessful.