Support Analyst - Helpdesk or Service Desk experience

Hurren & Hope
Bury St. Edmunds, Suffolk
14 Jul 2017
13 Aug 2017
Contract Type
Full Time

Support Analyst – Customer Service / Helpdesk or Service Desk experience essential

Application Support Analysts with commercial experience within a helpdesk/service desk with a focus on software/application support space required by Microsoft Gold partner in Bury St Edmunds to join their sociable & talented team as a result of an internal promotions and new client wins. This role could also be suitable for a recent Computer Science graduate seeking an in road to a successful Microsoft Gold partner.

The successful candidate will work within an established ITIL Service Desk providing both telephone & remote diagnostic support for software products. Any previous experience of working in line within the ITIL best practice framework would certainly add value to your application as would any knowledge of SQL BUT neither is essential. You will join an incident management team responsible for responding to & resolving customer application tickets within agreed SLA & KPI targets. You will own, progress & where possible resolve incidents allocated, albeit escalating to the problem management team as & when required. You will also ensure the end user & tickets are kept fully updated with all actions taken in line with documented processes, including root cause & resolution detail. Of key importance are first class analytical, communication & problem solving together with a real passion for delivering exceptional customer service. A technical aptitude is essential but as long as you have the right attitude, my client is happy to provide training in ITIL & the relevant skills where required.

The core hours for this role are 8.30am to 5pm. However, one week in eight you will be expected to work either the early shift (7am to 1.30pm) or the late shift (10am to 6.30pm). On the week that your early shift falls, you will be expected to cover the Saturday shift as well (7am to 2pm) BUT in return you will get the following Friday off in lieu! One of the team typically also covers bank holidays but this can be worked from home via a remote connection & is on a voluntary basis (paid as overtime). Finally, the 24/7 element is currently one week in eight; again this is remote & specifically receives an on-call allowance (with additional pay on the occasions that you are physically called & required to log in).

Hurren & Hope is a different take on the typical recruitment model with ethics and sector knowledge central to its approach rather than sales targets.

"Hurren and Hope, it's about people not sales"