Service Desk Analyst- 1st/2nd Line

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Service Desk AnalystCramlington£23,000 - £28,000Permanent As a Service Desk Analyst you will be working within a software house that prides itself on innovations and staying up to date with the latest technologies. This company are busier than ever, and need a Service Desk Analyst to join their team asap & learn about and support their products and services. By creating robust, reliable and relevant technology solutions this company helps businesses overcome challenges and grow, driving further improvements in their business whilst moving with the times. This role is primarily to provide first and second line technical support to clients for our existing desktop, website and mobile based software. A large proportion of your time will be spent assisting customers with support issues. This may include replicating issues, assisting with setup of systems, a degree of customer training and answering general questions.In addition to providing technical support, the role also requires the ability to conduct investigative programming to assist in the reproduction and resolution of reported issues. You will retain ownership of support incidents until a satisfactory resolution is achieved either by resolving the issue yourself or through escalation of an issue to the development team. Required SkillsPrevious commercial experience in a 1st/2nd line positionAbility to implement and troubleshoot programming changes and modifications.Ability to investigate and analyse information and to draw conclusions.Ability to learn and support new systems and applications.Willingness to gain new skills as and when the role demands.Managing relationships - The ability to adapt your approach to suit the individual. Previous experience in a development role would be advantageous, but not essential.Familiarity with Delphi and TSQL would be advantageous but not essential. Under special circumstances your responsibilities may require evening and weekend work in response to needs of the systems being supported.To find out more and apply, send your updated CV ASAP.Keywords: 1st line/ 2nd line/ Support/ Service Desk/ Troubleshoot/ Cramlington/ Software House