Support Analyst - Leading Multinational Software House - Cambridge

Heat Recruitment
12 Feb 2017
12 Mar 2017
Contract Type
Full Time

Support Analyst - Leading Multinational Software House - Cambridge

I am currently working with a leading multinational Software Solutions organisation in Cambridge. This is a great opportunity to join a global technical team in Cambridge. Your responsibilities will 1nd and 2nd line support and services to various client requests internationally. You will be expected to deliver a high-level level of client satisfaction through expectation setting against agreed committed levels of service.

Key Accountabilities

  • To understand & comply with SLA’s for all clients
  • To track time spent by client, by bugs and by issues, monitoring free support in line with service ticket model
  • To provide support for all clients and prospects aiming to ensure a high level of client satisfaction directly based on accurate expectations
  • To ensure that maintenance includes bugs & new releases but not support or new features
  • To handle all client calls and interaction in a professional manner to ensure that the company’s awesome reputation for support is upheld
  • To be the first point of contact for 1st & 2nd line support via telephone and JIRA and keep clients and colleagues regularly informed on progress to the point of completion with escalation on both sides for P0 and P1 as per contracts
  • To update the ticketing system regularly with details showing the latest state of each support request ticket
  • Keeping relevant online documentation pages up to date in response to client documentation requests


  • Minimum three years’ experience in an app support position, ideally in a software house or financial institution
  • Proven experience in delivering a high-level of knowledge of client contracts, consult expectations
  • An understanding of Trading, Risk Management, commodities would be advantageous
  • General IT experience and exposure to online services, Windows platforms & infrastructure
  • Experience with Jira is beneficial
  • Knowledge of Microsoft Office, SQL, JIRA, Wiki
  • Experience of using enterprise IT infrastructures

To discuss to the role/company in detail, please contact me at Rhys,Pritchard @

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Support Analyst , Software , 1st line , 2nd line , support , client