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Software Support Analyst

Job LocationPeterborough
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

My client, an IT company based within a commutable distance from Peterborough city centre, are on the lookout for a Software Support Analyst, with strong 1st line experience to support a strong customer base across multiple offices, initially working remotely, Monday – Friday.Key responsibilities:

  • Respond to inbound calls and tickets into the helpdesk, aligning with pre-agreed SLA’s
  • Responding to P1/urgent issues within 15 minutes, escalating if required
  • Liaise with 3rd parties/vendors for additional support and collaboration
  • Must haves:
  • 12-months experience providing 1st and 2nd line IT support in a service desk, ideally following ITIL best practise
  • Windows OS (7, 10) troubleshooting experience
  • Remote support experience (TeamViewer, LogMeIn, RDP)
  • Software installation experience
  • An understanding of writing KB documentation for knowledge base
  • It would be highly desirable if you have:
  • SQL querying knowledge (Basic)
  • AAT qualification (L1,2 or 3)
  • An IT related qualification such as MTA, ITIL or CompTIA
  • In return, you will receive 28 days holiday + bank holidays, a company pension scheme, flexible working hours, working for a social and dynamic company.

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