3rd Line Support Analyst

2 days ago


Leeds, United Kingdom EMIS Group PLC Full time

3rd Line Support Analyst hybrid working job as part of the growing Support Service team at EMIS.

**Your new role**

We’re looking to recruit a Support Analyst to provide third line support on technical issues for customers using our software. You’ll investigate problems that are raised by different areas of the business and determine a root cause for each issue. Thiswill then help identify the best course of action in terms of who can provide a resolution for the problem.

You’ll be liaising directly with a number of internal stakeholders and teams, including Product and Development, to ensure permanent fixes are identified and implemented where possible. This will involve writing complex queries using SQL in order to reallyget to the bottom of the issues. You’ll also identify opportunities for proactive problem management, by trending on commonly reported issues, alongside identifying knowledge gaps within the support team and deliver training as appropriate.

You won’t take direct calls from customers however will be making contact with external stakeholders at a relatively senior level to provide updates and details of issues and fixes. This means you’ll need a dynamic communication skills and the confidenceto speak to a range of stakeholders on a daily basis, it’s also a fantastic opportunity for you to network within the business
- This 3rd Line Support Analyst role is predominantly working from home with 2 days in the Leeds office, you will be working a 37.5 hour week within a shift pattern Monday - Friday, between the hours of 7AM - 6PM. _

**What you’ll bring**

These are the skills and experience you’ll need to set yourself up for success for this role, however we’d still love to talk to you even if you don’t tick all of them;
- Relevant software language knowledge (SQL & C#), including experience writing SQL scripts and interrogating SQL databases for investigative purposes
- Superb communication skills, both with customers and internal stakeholders
- Ability to prioritise and organise a varied workload
- Excellent problem solving and analytical skills, with the ability to follow an issue through to its logical conclusion with close attention to detail
- Proactive approach to identifying and resolving problems
- Strong customer focus
- Excellent time management
- Experience working within a support environment

**What We’ll Give You**

This is an excellent opportunity for a 2nd Line Support Analyst to develop their career within support services or a 3rd Line Support Analyst to join a growing business. You will receive a competitive salary with excellent benefits such as pension, 25 daysholiday and other lifestyle benefits.



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