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Technical Support Analyst

2 months ago

StratforduponAvon, Warwickshire, United Kingdom Deerfoot IT Resources Ltd Full time
About the Role:

We are seeking a highly skilled Application Support Analyst to join our dynamic Support Team at Deerfoot IT Resources Ltd. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our clients and customers.

Key Responsibilities:
  • Customer Support: Serve as the first point of contact for customers, providing top-notch support and resolving issues in a timely and professional manner.
  • Incident Management: Proactively identify and resolve issues, ensuring the smooth operation of our SaaS platform and minimizing downtime.
  • Root Cause Analysis: Investigate and remediate root causes of incidents to prevent recurrence and improve overall system reliability.
  • Collaboration: Collaborate with 3rd Line Application or Infrastructure teams to escalate complex issues and ensure seamless resolution.
  • Process Improvement: Contribute to service improvements and optimize our support processes to enhance customer satisfaction and experience.
Key Requirements:
  • Service Desk Experience: Experience in a Service Desk environment, managing incidents and requests per SLAs and ensuring timely resolution.
  • Problem-Solving Skills: Strong problem-solving skills with a proactive approach to learning and improvement, and a basic understanding of ITIL terminology and concepts.
  • Technical Skills: Familiarity with Service Management tools like Jira, ZenDesk, or ServiceNow, and the ability to triage and resolve application issues or escalate appropriately.
Why You'll Love Working Here:
  • Flexible Working: Flexible remote working with occasional office visits, allowing for a better work-life balance.
  • Employee Benefits: 25 days of holiday + bank holidays, employer pension contribution up to 5%, and an annual personal development budget.
  • Inclusive Environment: An inclusive and supportive work environment that values diversity and promotes equal opportunities.