Recruiter

Cogence Search

Salary

From £17,000 to £22,000 per year

Location

Leeds

Job term

Permanent

Job hours

Full time

Our client is a leading supplier of information and information system solutions. They are looking for a junior support analyst to join their Incident Management Team. This is an exciting opportunity for a junior in the industry or a bright graduate with a relevant tech degree.
The purpose of the role is to act as the first point of customer contact for several of the company’s products. The incident management team will restore service or resolve an issue to the client’s satisfaction as quickly as possible.
Incidents are received by telephone, email or the web and relate to a full suite of supported products and the environments in which they are installed.
The team will operate at all times within defined Service Level Agreements and provide high quality customer service.
Workload is mainly customer driven and therefore difficult to predict so the role is typically responsible for planning and organising their own work in order to achieve personal and team agreed objectives.
Effective team working is essential and the role requires flexibility. The role impacts the business through the quality, timeliness and accuracy of work.
Some of the role responsibilities will include (but not necessarily limited to);
• To record timely and accurate incident information including logging, updating and completion of incidents along with time spent and final solution details.
• To research, analyse, investigate and resolve reported incidents in accordance with service levels defined or to provide maximum information for incidents passing through to problem management.

• To perform routine maintenance tasks, including the installation of product software/releases and setting common database defaults as required for the role.

• To maintain own working environment/equipment to the level that common customer products can be efficiently supported.

• To maintain and develop existing and potential customer communications through support and liaison with other departments, third party suppliers and colleagues.

The applicant will have:
• Helpdesk, support, incident management or customer facing experience
• Previous exposure of working within analytical environment if not an aptitude towards this

It is desirable but not essential to have (training will be provided where there are knowledge gaps):
• Experience of the InterAction CRM product
• Experience of Visualfiles and SolCase product and scripting
• SQL
• .Net (Asp/ADO)