IT Software Support Analyst

Ambridge Harris
09 Feb 2017
09 Mar 2017
Contract Type
Full Time

IT Software Support Analyst
Location: Bristol, Bath
Salary: £18-21k plus benefits

You will be working in a small team of Analysts, providing support to the company's customers by answering questions, providing expertise and investigating software issues. You will have ownership of incidents and service requests throughout their lifecycle, and you will ensure that they are logged, managed and resolved in-line with our processes and procedures and that they achieve our SLA targets. You will ensure that Customers are kept aware and appraised throughout the time that their incidents are logged.

In addition to managing and resolving customers' issues, you will create supporting documentation for our products, in a number of formats. You will produce Release Notes, User Guides and Test Plans, among others, and you will have the opportunity to create and update online guidance as well as more traditional documentation.

It is vital that product enhancements and resolutions are tested independently, and you will be contributing to the testing of developed code, working with all our products to ensure they are released in the best condition possible. The Support team provides crucial testing resources and you will assist in expanding that capability as the company grows and our product range widens.
In addition to the three core areas of the role you will be tasked with, among other things, creating training scripts and data sets (and even assist with the training itself); and with assisting ISO audits in a wide range of areas.

Skills, Knowledge and Experience:

* Background or evidential interest in IT or application development
* Excellent oral and written communication skills, and the ability to work at all levels in an organisation
* An open and engaging approach to customers concerns
* Methodical approach to problem solving
* Desire to complete a task fully and accurately

* Degree 2.1 or higher
* Experience of working with remote support tools

Background information:

My client is a vibrant software company, specialising in developing and supporting key applications for police forces, other public sector bodies and commercial customers.
They are accredited as an "Investor in People" and takes career development seriously. Many senior staff began as junior or trainee staff with the company and have developed their careers as the company has grown. The informal nature of the company itself, combined with the importance of the work we do with the emergency services, provides what most staff find to be a well-balanced job.

Due to the high volume of applications we receive it is not always possible to respond to unsuccessful applicants. Therefore if we have not responded to your application within five days please note that on this occasion your application has not been successful

Ambridge Harris is committed to equal opportunity and diversity. Ambridge Harris will not discriminate on unlawful grounds.