Software Support Analyst

Gallery Partnership LTD
London, UK
19 May 2019
27 May 2019
Contract Type
Full Time
Looking for a career in customer support or software consultancy with full training provided? Interested in technology? This is a great opportunity for a recent (or prospective) graduate to come and work for a friendly, well-established and growing software company. We are looking for someone bright and enthusiastic to join our software team now.

Initially your role will be to provide software support for our (mainly charity) customers. Providing first line support for Benefactor and Apricot (please look around our website for details), you will be engaging with clients on the telephone and by email - logging issues, diagnosing problems and fixing them. You will also get involved with installations, upgrades, report writing, data manipulation and data migration.

You don't need to have specific previous technical or software experience. You will be fully trained at every stage and can expect to gain a great deal of practical experience and to quickly progress into a more consultative or more specialist technical support role (with commensurate salary increases).

Although this is an entry level position, we are a service led organisation and the quality of our support is key to our success. As a member of the Software Support Team, you will be a crucial part in delivering this success.

This is a full-time permanent position working 9-5.30 Monday to Friday in our lovely London Bridge offices.


You are likely to...

• want a career in the IT and/or charitable sector
• have some experience and a clear understanding of customer service
• have worked with data or databases in the past

Required skills

• Proven customer support skills - work experience or internship for example
• Strong interpersonal and communication skills - especially verbal
• Flexibility and adaptability
• Commitment to quality and a thorough approach to work
• Experience of using databases - as an administrator or end-user (perhaps academically or as part of an internship)

Desirable skills

• Good Excel knowledge for data manipulation
• Experience of (data) reporting
• Experience querying relational databases using SQL

The position

We are looking to add to the pool of resources in our software support team. This role is primarily intended to provide support to our Benefactor (our grant making software) clients (>100) and to our Apricot (configurable web databases) clients (>35).

The job involves answering calls and emails from clients & supporting them in using our products. The calls range from trivial - "how do I run a report?" - to the complex - "how can I best utilise Benefactor to capture and report on data of type x...?"

A broad range of computer skills are used: desktop/pc; server; database; remote connections; ftp; website. There is no programming involved.

As our clients use our software in their own way, understanding a client's process is important.

Who/what we're looking for:

Problem solver


IT literate

Good with people

Excellent telephone and email communication

Organised - able to prioritise time/tasks and (using systems provided) manage workload


Who we are:

The Gallery Partnership are an IT company.

We have our office in Borough/London Bridge.

We employ approximately 20 people split roughly into 2 divisions: Network Support and Software Support/Development.

We have been in business since 1996.

We specialise in the charity sector. Most of our clients are charities.

What we offer:

A first rung in IT

A job working with charities

Career progression - we believe in growing our staff (their success is our success)

A friendly, relaxed workplace

Lovely, serviced offices with excellent facilities - roof terrace, free limited gym, secure bike/motorbike parking, regular social events etc.

Exposure to lots of technologies

The opportunity to get involved in the software development process - feeding in ideas for product improvement, testing, UX etc.

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