Enterprise Support Analyst

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Enterprise Support AnalystOur client, a market leader within their field who have invested heavily in recent years, is looking for an Enterprise Support Analyst to join their team based in Worcester, on a permanent basis. The Enterprise Support Analyst will manage Jira allocation within the Support Team, to progress timely and effective resolution of Customer incidents and queries, as well as delivering contracted small change requests.Enterprise Support Analyst - Key Skills:

'€¢General appreciation of PC technology'€¢Good experience in an IT-related support role'€¢Excellent analysis skills'€¢Excellent time management, organisational and administration skills'€¢Methodical and a strong attention to detail'€¢Good knowledge of MS Office: Word, Excel and Outlook'€¢Excellent communicator with good interpersonal skills'€¢General insurance knowledge (awareness of broker market place, procedures and industry initiatives) - advantage

Enterprise Support Analyst - Responsibilities:

'€¢Act as central point of contact for Support Centre Jira requests'€¢Work with the Support Centre Team Leaders and Manager to agree current ticket priorities and manage these with the 3rd Tiers teams'€¢Ensure Jira content is of an acceptable standard of information to enable the 3rd Tier escalation team to progress investigations'€¢Manage Jira boards on behalf of Support and attend daily Scrum meetings'€¢Provide internal and external update reports as requested by the Team Leader or Manager'€¢Identify and act upon any shortfall in customer service standards relating to Jira ticket content within the Support and 3rd Tier teams'€¢Ensure all Jira tickets are replicated on latest software versions prior to 3rd Tier assignment, action as appropriate'€¢Deliver contracted configuration changes to reduce lead times for the customer'€¢Communicate effectively at all levels internally and externally'€¢Any other task as requested by Customer Support Manager

Enterprise Support Analyst - Benefits:

'€¢Annual leave (rising with service)'€¢Discretionary bonus'€¢Critical Illness cover'€¢Life Assurance x4'€¢Pension contribution'€¢Perkbox benefits'€¢Cycle to Work scheme'€¢Onsite parking'€¢Onsite restaurant

Enterprise Support AnalystDue to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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