IT Support Analyst in Cheadle

Cheadle Hulme
£17,000 per annum
12 Oct 2017
31 Oct 2017
Contract Type
Full Time

IT Support Analyst in Cheadle

Cloud-Scope are working with a truly brilliant and successful international software house. They currently employ over 200 people and with 60% market share and are the global market leader. The is a fantastic opportunity for a IT Support professional to join an ever-growing company with the chance to progress quickly through the organisation.

The Role

  • Provide a single point of contact for customers
  • Maintaining professionalism always
  • ensuring our customers are kept updated on progress and resolution
  • Taking calls from customers and logging support tickets on their behalf
  • Triage of tickets and queue management
  • Assigning tickets that cannot be resolved to 2ndLine support
  • Diagnosing and resolving technical incidents and requests
  • Remotely connecting to customers systems to provide training and support
  • Provide training and guidance to customers on the products
  • Escalation of major incidents and complaints
  • Logging Incidents and requests in the service management tool
  • Input into the growth of the internal and external knowledgebase
  • To provide and receive quality feedback to/from peers and team members
  • Working to agreed SLA’s, such as ticket quality and customer satisfaction
  • To ensure delivery to (and exceeding of) agreed service level agreements
  • Day to day management of own workload

The Candidate

  • Knowledge of ITSM best practice (ie ITIL) is desirable
  • Experience of operating in a complex service oriented arena
  • Experience of working with bespoke software products
  • Excellent communication skills, both verbally and written
  • Able to work under pressure
  • Able to take ownership of incidents and see through to resolution
  • Excellent Customer Service skills with a passion for service
  • Good understanding of Windows XP/7
  • Experience and understanding of TCP/IP routers
  • PC hardware knowledge including fault diagnosis
  • Networking experience and virtual private networks
  • Commercial awareness
  • Experience of using IT Service Management tools


  • Up to £20k basic
  • Gym membership
  • Parking

Contact – Adam Webster

Ref - HH2166