Support Analyst

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Support Analyst  

Manchester  

Up to £25,000 Plus Bonus (5% of salary)  

Are you a dedicated IT helpdesk professional seeking your next challenge? Looking for a new role in which to thrive and develop your skills? If so, look no further.  

Our client is a provider of integrated energy management solutions. As part of a world-leading company, they are currently expanding and as such, a superb opportunity has arisen for a Support Analyst to join their team.  

With a track record of high job satisfaction and low staff turnover, our client is committed to nurturing the talents of their employees and helping them to realise their career ambitions within a highly sociable culture.  

As a Support Analyst, you will be tasked with providing first level support services to customers using our client’s products.  

Supporting both internal and external customers, you will undertake helpdesk operations including receiving, recording, acknowledging, querying and managing issues.  

You will gather customers’ information, determine issues through analysis, identify what the customer is trying to accomplish and seek to handle straightforward and simple problems using the knowledge base.  

Your aim will be to handle a high percentage of problems before escalating to a higher support level.  

Additionally, your role will involve:  

- Updating and reporting on customers  

- Creating and maintaining a comprehensive knowledge base  

- Testing software applications  

- Documenting activities to support internal and ISO processes and application user guides and manuals  

- Participating in client triage sessions  

- Delivering work to agreed time and quality levels  

Interested? If so, you must have:  

- IT helpdesk experience  

- An appreciation of ITIL best practice frameworks and adopting its principles and working practices   

Friendly and approachable, as a Support Analyst, you must have strong communication skills, a team player mentality and a professional attitude.  

Ideally, you’ll have experience of testing metering devices or systems, but this is not essential. A diploma or apprenticeship in electronics or IT would also be beneficial. 

To apply for the role of Support Analyst, please apply via the button shown.  

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.  

Additional Keywords: Support Analyst, IT Support Technician, Helpdesk Support Technician, IT Helpdesk Support Technician, IT Support Engineer, IT Support Analyst, Service Desk Support Analyst, IT.