1st Line Software Support Analyst

Job Type:
Digital Workspace
Job reference:
29 days ago

First Line Software Support Analyst.

Salary £20,000- £22,000

Location - 100% Remote working

My client is looking for junior support analysts, or graduates looking for their 1st IT support position.

About the role
This is an important role and requires an enthusiasm for IT and the ability to understand software from a user's perspective. The role includes information gathering, helping to answer entry level technical questions through email, phone, live chat and remote sessions and escalating cases to level 2 support.
All of our staff work from home. We will provide a laptop but you will require a quiet place to work and a fast and reliable broadband connection.

Some of the duties include:

  • Direct the flow of incoming cases and ensure customers are served promptly and efficiently.
  • Gather information and log files to pass on to level 2 support
  • Explaining possible solutions to customers using knowledge base articles
  • Updating the Software Support ticketing system and customer database(s) with all daily correspondence with our customers (to document problems & resolutions).
  • Testing of new Cristie software releases and pre-releases,
  • Providing out of hours on call cover for our 24x7 support via telephone and e-mail on a rota basis - expected 1 week in 8. Training provided

This is a full-time position requiring flexibility in working patterns on a rota basis. Currently:
Week 1:
07:00am - 3:30pm Monday-Thursday
07:00am - 3:00pm Friday
Week 2 / Week 3:
09:00am - 5:30pm Monday-Thursday
08:30am-04:30pm Friday
Week 4:
11:30am-8:00pm Monday-Thursday
12:00pm-8:00pm Friday
The above hours can change in the future based on the needs of the business to cover 6am start on the early and upto 10pm finish on the late.

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