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Junior Support Analyst
4 months ago
Junior Support Analyst
Location: Swansea
Job Type: Full-Time
My client is a leading software company dedicated to delivering innovative solutions and outstanding service to our clients. My client is seeking a motivated and detail-oriented Junior Support Analyst to join their dynamic support team and contribute to ongoing success.
Job Summary:
As a Junior Support Analyst, you will be the first point of contact for our clients and internal users experiencing technical issues. You will be responsible for providing efficient and effective support, troubleshooting problems, and ensuring a high level of customer satisfaction. This role offers an excellent opportunity to develop your technical skills and grow within a supportive and collaborative environment.
Key Responsibilities:
- Provide Technical Support: Respond to incoming support requests via phone, email, and chat, ensuring timely and effective resolution of technical issues.
- Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and network systems.
- Documentation: Maintain accurate and detailed records of support requests, troubleshooting steps, and resolutions in the ticketing system.
- Customer Service: Deliver exceptional customer service by communicating clearly and empathetically with clients and internal users.
- Escalation: Identify and escalate complex issues to senior support staff or specialized teams when necessary.
- System Monitoring: Monitor systems and applications to ensure optimal performance and identify potential issues before they impact users.
- Continuous Improvement: Participate in training sessions and team meetings to stay updated on new technologies, tools, and best practices.
Qualifications:
- Education: 2:1 classification or higher
- Technical Skills: Basic understanding of computer systems, networks, and software applications. Familiarity with troubleshooting methodologies.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.
- Customer Focus: A customer-centric approach with a strong commitment to delivering high-quality service.
Preferred Qualifications:
- Experience with help desk ticketing systems.
- Knowledge of technical tools or languages (SQL query, SQL Server, Windows OS)
- Familiarity with remote desktop support tools.
- Certification in ITIL, CompTIA A+, or similar is a plus.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Opportunities for professional development and career advancement.
- Flexible working hours and a supportive work-life balance.
- Access to cutting-edge technology and resources.
How to Apply:
Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience to (url removed)
