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Junior Support Analyst

4 months ago

Annesley, United Kingdom RedSky Full time

**Job Summary**

We would like to hear from ambitious, driven and motivated individuals to join our Company.

RedSky, a leading provider of construction software solutions is looking for a Junior Support Analyst to join our offices in Nottingham.

The job responsibilities are receiving issues logged by customers, taking ownership of the problem, analysing and providing advice or resolution. This will also include working with the Development and Technical teams where appropriate. Full training willbe provided.

This is a full time, office-based role in Annesley, Nottinghamshire, England, UK

**Responsibilities**
- Where necessary utilise remote access to help diagnose and solve problems;
- Analyse, replicate and resolve customer support tickets within the escalation guidelines;
- Own and take responsibility for support tickets taken;
- Liaise with internal departments and managers to ensure swift resolution of outstanding customer tickets;
- Ensure comprehensive detail is added to support tickets for work undertaken on tickets to aid others;
- Record faults and enhancements supplying appropriate information on our system, in a timely fashion;
- Maintain Knowledge Base information/FAQ’s that supplements the support service;
- Assist other staff when required;
- Assist with software upgrade rollouts;
- Ensure a high standard of written and oral communication with customers and management;
- Pro-active communication with your Manager to ensure all issues are raised as they happen and dealt with in a timely fashion;
- Travel and attend meetings as required both internal and at customer locations.

**Essential Pre-requisites**
- Confident and professional
- Able to work on own initiative and direction
- Organisational and Analytical skills
- Drive and ambition
- Two A level’s or equivalent
- Maths and English GCSE A*-C
- MS office knowledge

**Desirable but Non-essential Pre-requisites**

An understanding/experience within any of the following:

- Accounting and/or Business practices in the UK
- UK payroll
- Procurement practices in The Construction Industry
- Copywriting skills
- Education to degree level or equivalent

**The successful applicant will receive the following**
- Excellent starting salary (depending on experience)
- Holidays 20 days per year rising to 25 within 5 years
- Monday to Friday working hours 9 am-5:30 pm (flexibility will be required when attending onsite meetings)
- Free car parking
- Entitlement to join Health scheme (currently AXA) as an individual after a probationary period of 3 months
- Entitlement to join Company Pension scheme after 3 months
- Life cover when joining Company Pension which is currently 3 x annual salary

**Company**

RedSky develops, implements and supports software to enable construction companies to achieve and maintain competitive advantage. We make real-time actions visible, enabling our customers to control change, eliminate risk and achieve ongoing incrementalgains from improved operational efficiency. Across all types of construction and contracting projects, RedSky software is scalable, modular and proven to improve performance, efficiency and success.

RedSky has been producing and supporting construction software for over 35 years. Using the proven delivery methodology and having successfully delivered 1,000's of implementations our professional services team help customers with every step of the planning,configuration, training and going live. Their implementation is managed from the installations through data migration and the development of custom programming where appropriate.

Around the time of the customer go-live, a handover is carried out between the projects implementation team and the support team.

The support service is provided to assist our customers with any software or technical issues they may encounter. Support is the keystone in helping RedSky foster long-term partnerships with our customers.