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IT Support Analyst

4 months ago

Waterlooville, United Kingdom ClearCourse Full time

Company description:
Join a rapidly growing collaborative of disruptive technology companies working together to build a brilliant software and payments business.

Since our inception in 2018, we’ve acquired software and services companies at a rate of more than one a month, so as a ClearCourse employee you’ll benefit from the feel of a pioneering start-up environment, with the opportunity to work with significantassets during an exciting phase of our evolution.

Our software products service clients in the Membership Services, Business Services, Events & Leisure, Retail and Payments Solutions industries. Our solutions help organisations become more efficient, effective and profitable, and achieve their goals byproviding them with technology platforms that integrate seamlessly with the most popular CRM, event management and marketing automation platforms.

Job description:
Do you have natural problem solving skills?

Are you the household tech support?

Have you always been passionate about computers?

If the answer to all those questions is a yes then the IT Support Analyst role that we have open could be the chance to kick start your career in IT and grow in a team that would support your development.

**About Swan Retail**

The IT Support Analyst role is the first point of contact for customers. You will be ensuring that tickets are logged and dealt with in timely manner, maintaining records of customer contact and communicating with customer in a professional and friendlymanner.

You’ll sit within a team of 12. The team members are a mix of 1st line and 2nd Line Support Analysts, a Supervisor, a Team leader, and a Customer Support Manager. This means you’ll have plenty of support and people nearby that you can ask for help.

This role is 37.5 hours a week and is based in our office in Waterlooville, office hours are between 8.30am - 5.30pm, Monday to Friday. There is a requirement for occasional out of hours remote work from home and weekend support will be required on a 1 in4 rota basis once probationary period has been successfully passed.

As part of ClearCourse, you will have access to the following competitive benefits package that includes life assurance, private medical cover, income protection, company pension and 25 days annual leave, as well as additional flexible benefits to suit yourlifestyle and enhance your well-being.

**Requirements**:
**Role Responsibilities**:

- To learn and understand the Company’s products and services
- To develop a knowledge and understanding of the customers
- To field customer enquiries to the relevant department
- To liaise with different departments within the company
- To report any concerns about a customer to team leader or manager
- To maintain accurate records of all customer contact
- To help within other departments when required
- To liaise with 3rd parties
- To ensure all tickets are dealt with within our SLAs
- To provide timely, informative, and professional updates to customers

**Behaviours and Skills**:

- Good communication skills
- Professional and friendly telephone manner
- Excellent customer service skills
- Personable and Proactive
- Ability to multi-task
- Flexible to the needs of the department / organisation
- Positive and Proactive attitude
- Hard working and organised
- Reliable and trustworthy
- Self-motivated, team player
- Able to take instruction and feedback positively
- Be a positive role model for junior team members

We offer:
At ClearCourse we want to support you to be your best you, and to help with this we offer a comprehensive benefits package that includes life assurance, private medical cover with cash plan, income protection, company pension, enhanced maternity, paternityand adoption pay, generous training budgets and reimbursement for professional memberships and 25 days annual leave, as well as additional flexible benefits to suit your lifestyle and enhance your well-being.