1st Line Support Analyst

£19000 - £21000 per annum
27 Nov 2017
25 Dec 2017
Recruitment Genius Ltd
Contract Type
Full Time
This company is a rapidly growing supplier of cutting-edge software applications to leading global food businesses. They are currently looking for a First Line Support Analyst to join their highly innovative team. Their unique approach means that they are now building a dynamic team, capable of supporting their application at 1st contact, to ensure the highest level of customer satisfaction.

As a First Line Support Analyst, you will work as part of a team devoted to making sure that the existing software configuration, within the client base, is working well and being used and supported efficiently. You will be involved with a blend of technical problem solving and administration tasks; working with various stakeholders to record and resolve a range of support requests through analysis, diagnosis and solution definition. You will contribute to ensuring that their software meets the established standards of quality throughout the Agile Development process. The role will require a balance of technical skills, business knowledge, troubleshooting expertise, and excellent soft skills.

Key Responsibilities:

- Deliver professional 1st line client and product support remotely via phone, email and online communications
- Investigate and prioritise requests for support, raised by users
- Investigate the root cause and impact of incidents; escalating to 2nd & 3rd line support and management where appropriate
- Ensure all investigations and work undertaken is logged in a timely and comprehensive manner.
- Develop support documentation (both internal and client facing) e.g. Wiki, user guides, help text, video tutorials, webinars etc
- Monitor progress of requests for support and ensure users and other interested parties are kept informed
- Work alongside project teams (business analysts, developers and quality teams) during the agile development process
- Ensure existing quality assurance standards are adhered to throughout agile development process
- Verify software development to ensure finished product quality
- Document quality assurance activities using an agile user story/product backlog system
- Contribute towards the continuous improvement (through retrospective sessions) of quality assurance policies and processes

Qualifications and Experience:

- Experience in supporting Web based applications working within a 1st/2nd line support role
- Ability to deal with both technical and non-technical staff and all levels of management
- Excellent organisational, interpersonal skills
- A great communicator
- Good computer skills including Microsoft Office and databases (SQL)
- A levels or equivalent, degree desirable
- Experience of Quality Assurance or User Acceptance Testing desirable
- Knowledge of tools, concepts and methodologies of QA desirable
- Certification of Quality Assurance (ISEB/ISTQB) desirable

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