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IT Support Analyst

Pursuit Resources Group
Job LocationLondon
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

Our client, a fast paced, growing organisation is seeking a IT Support Analyst with a minimum of 2yrs experience working in a technical support environment to work remotely.As part of the Customer Support team, you will be responsible for managing and maintaining the relationships with our customers after the implementation process.You are the first point of contact for the customer and are proactive in finding workarounds to your customers issues and enhancement requests as well as following up internally on the resolution of these issues, defects or enhancement requests.Primary activities include issue diagnosis, troubleshooting, and incident management. The Support Engineer will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction.What You Will Be Doing:

  • Respond in a timely fashion to contact from customers, re-sellers, and professional service engineers, via phone, email and electronic incident submission.
  • Effectively interact with customers of all ability levels to understand the customers request and rapidly assess severity level.
  • Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate personnel using approved business processes.
  • Provide timely updates to the customer, coworkers, and management on the status of outstanding issues.
  • Maintain status of issues in the call-tracking system and perform appropriate follow-up on escalated issues.
  • Convey customer feedback to appropriate business areas such as Marketing, Product Management and Development.
  • Contribute, review and maintain knowledge base content on an ongoing basis.
  • Understand the customers configuration, context and practices.
Minimum Qualifications:
  • Bachelors degree in Computer Sciences (CS) or Management Information Systems (MIS) and/or 1-2 years of experience in a similar position
  • Minimum of 2 years experience working in a technical support environment
  • Ability to take ownership of complex issues/assignments and follow through to completion
  • Demonstrate aptitude to prioritise and handle multiple issues simultaneously
  • Effective oral and written communication skills
  • Strong attention to detail and accuracy
  • Ability to work independently in a fast-paced technical environment
  • Team player
Competencies:
  • Microsoft Operating Systems
  • Microsoft Office Suite
  • Internet and networking technologies
  • Zendesk
  • Jira
Itd Be Great If You Also Have:
  • Exposure to Project Management theory and/or practice
  • Familiarity with System Development Life Cycle
Benefits: 25 days holidaysContractual company sick pay scheme (increases with length of service)Pension scheme (after 3 months employment) - employee 5% / employer 5.5% via salary sacrificePrivate health care (after 6 months employment)Life Assurance 6x annual salary (after 3 months employment)Company eventsPursuit Resources Group is an established recruitment agency based in Essex. We recruit across many industry sectors within Essex, Herts, Suffolk, London and beyond. We cover both the permanent and the temporary recruitment market. For more details, visitour website www.pursuitgroup.co.uk Tel:

Keyskills :
troubleshootingexcellent communicationcustomer focusproblem solving skillsIT diagnosis

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