2nd Line Support Analyst

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2nd Line Support Analyst

Job Description:

Gilmond provides IT systems and services to the energy retail sector which have been specifically developed in- house with a single point of data entry, sophisticated workflow management and automated industry interaction.

Our 2^nd Line Support Analysts aim to provide highly skilled technical support and request fulfilment across our core systems to ensure business impacting issues are kept to a minimum whilst delivering an excellent client and customer experience.

Responsibilities:

Provide 2nd line support on core SaaS business systems.

Manage and prioritise the delivery of Service Requests using the ITSM/CMDB platform.

Identify software enhancements for development and service improvement initiatives through day to day analysis of core business systems.

Through the use of reporting, identify where the use of automation can improve request fulfilment.

Work closely with the 1^st and 3^rd Line support teams to ensure a good customer experience.

Work with Gilmond client teams on third-party challenges for improvement initiatives.

Work with the in-house product development and IT teams to ensure client requested software changes and enhancements are delivered to client expectations including coaching, feature presentation and communications.

Work with the in-house IT team to make sure SaaS is optimised and client experience is maintained to the highest standards.

Key Skills:

Previous experience working in a support role.

Previous experience working within an ITIL environment.

An understanding of SaaS.

Experience using SQL/Oracle server database platforms.

Knowledge of ServiceNow.

Strong understanding of Microsoft tools.

Strong analytical and data analysis skills.

Strong problem-solving skills and attention to detail.

Confident and effective communicator with the capability of bridging the gap between technology and non- IT literate individuals.

Positive and flexible ‘can-do' attitude with a willingness to go above and beyond for both the team and clients.