1st Line Support Analyst

£21000 - £23000 per annum
20 Dec 2016
17 Jan 2017
Recruitment Genius Ltd
Contract Type
Full Time
This dynamic company are a rapidly growing supplier of cutting edge software to leading food manufacturing businesses. Over the last decade this company have seen significant growth and now have a number of exciting positions available; they are currently looking for a 1st Line Support Analyst to join their highly innovative team. Their unique approach means that they are now building a dynamic team, capable of supporting their application at 1st contact, to ensure the highest level of customer satisfaction.

As a 1st Line Support Analyst you will work as part of a team devoted to making sure that the existing software configurations, within the client base, are working well and being used and supported efficiently. You will be involved with a blend of technical problem solving and administration tasks; working with various stakeholders to record and resolve a range of support requests through analysis, diagnosis and solution definition. The role will require a balance of technical skills, business knowledge, troubleshooting expertise, and excellent soft skills.


- Deliver professional 1st line client and product support remotely via phone, email and online communications.
- Investigate and prioritise requests for support, raised by users.
- Investigate the root cause and impact of incidents; escalating to 2nd and 3rd line support and management where appropriate.
- Ensure all investigations and work undertaken is logged in a timely and comprehensive manner.
- Manage and develop support documentation (both internal and client facing) e.g. Wiki, user guides, help text, video tutorials, webinars etc.
- Monitor progress of requests for support and ensure users and other interested parties are kept informed.
- Participate in the planning and implementation of software and configuration changes to the live environment.
- Work alongside project teams (business analysts, developers and quality teams) during the agile development process.

Qualifications and Experience

- Experience in supporting Web based applications working within a 1st/2nd line support role.
- Ability to deal with both technical and non-technical staff and all levels of management.
- Excellent organisational, interpersonal skills.
- An all-round great communicator.

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