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First Line Support

4 months ago

Rugeley, United Kingdom Recardo Group Full time

**Job Title**: Support Analyst

**Location**: Rugeley

**Salary**: £25,000 per annum

Recardo Group are exclusively representing an established business in Rugeley who have recently created a brand-new role.

As Support Analyst you will provide first line support including troubleshooting for Microsoft Dynamics 365 Business Central and Dynamics NAV/BC to a varied customer portfolio. You will be responsible for providing the customer with excellent customer service in line with Company Service standards ensuring that any reported issues are logged, categorised, prioritised and contain as much information at first contact. As Support Analyst you will also be responsible for service request fulfilment and resolving any first-time fix incident in line with Service Level Agreements and Key Performance Indicators providing a high level of customer service and professionalism. As part of the knowledge base process, you will author internal and external knowledge base articles for known issues, work arounds and product information. You will also work closely with the Support Consultants ensuring that any escalated incidents have a high-level standard of detail & troubleshooting enabling the Support Consultant to complete the incident to resolution without the need to seek further information from the customer.

**Key duties include**:

- Managing all contact from an online portal, telephone, and live chat in line with Company Service Level Agreements
- Providing excellent customer service and experience in line with Company service standards
- Ensuring the correct level of troubleshooting & diagnostics is applied to incidents
- Managing incidents, request fulfilment & knowledge in line with ITIL framework
- Ensuring incidents and requests are fulfilled within the defined Service Level Agreements
- Create knowledge base articles and processes documentation for products, known issues and work arounds ensuring these are reviewed and maintained
- Communicate with customers succinctly updating on status, progress and resolution ensuring service level agreements do not breach
- Effectively prioritising work ensuring that customer experience is maintained to a high level
- Identifying service improvement opportunities adding to the department service improvement register
- Attend weekly support team meetings providing meaningful feedback and business updates to assist with team performance
- Out of hours work as and when required in line with project requirements including late nights and weekends
- Work in accordance with the defined key performance indicators
- Attend customer sites UK wide as and when required in line with business needs

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Free parking
- Work from home

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- RUGELEY: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in RUGELEY