Support Analyst

2 weeks ago

Manchester, United Kingdom European Tech Recruit Full time

Support Analyst - Service Delivery Management | Cost Estimation / SaaS / Software Consulting

A specialist construction cost engineering practice with expertise in civil engineering and infrastructure is looking to hire a Support Analyst with Service Delivery experience to join the company in Manchester.

Responsibilities:

General

  • Contribute to a collaborative and high-performing team culture, promoting effective communication and knowledge-sharing
  • Adhere to business processes and policies including time-sheeting.
  • Identify opportunities to improve our engagement with clients and our products.
  • Be an advocate for our clients, offering high-quality interactions.

Support

  • Respond to customer queries within Service Level Agreements
  • Triage and re-produce support queries raised by internal and external customers.
  • Use your software knowledge to troubleshoot and provide valuable service.
  • Manage client support updates promptly, collecting information from relevant internal departments.
  • Track and manage incidents using ticketing systems, ensuring that issues are resolved within agreed-upon timelines.

Service Delivery

  • Prepare and provide service management reporting
  • Facilitate high-priority incident and problem management
  • Facilitate client contracts regarding support obligations
  • Recommend and implement service improvements

Key Experience:

  • Minimum 3 years of experience supporting software clients
  • AWS experience
  • ITIL certified required
  • Build rapport with clients and collaborate with internal teams.
  • Analytical mindset to understand complex problems, analyze data, and provide recommendations for clients
  • Efficiently manage time and complete priorities
  • Excellent verbal and written communication skills with a focus on creating a positive customer experience.
  • Strong understanding of software solutions and how to diagnose and resolve issues effectively.
  • Experience in Jira service management system or similar required

Interested? Apply directly through LinkedIn, or send your CV to george@eu-recruit.com

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