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2nd Line Software Support / Data Analyst

Tamworth, UK
Closing date
21 Jan 2021

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Technology & New Media
Contract Type
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Job Details

2nd Line Software Support / Data Analyst

2nd Line Software Support / Data Analysis / SQL Server Scripting / Help Desk / Tamworth

My client, an industry leading Software Company are looking for a driven and experienced 2nd Line Software Support / Data Analyst to join their Support Team. The role will be remote initially but will be office based in Tamworth in the long term.

The 2nd Line Software Support / Data Analyst is a dual skilled role that takes care of incoming requests and identifies the appropriate priority and the action to be undertaken e.g. handle service requests, resolve incidents, identify and resolve problems proactively, test product service pack releases and assure software quality.

Key Responsibilities:
*Be the senior point of escalation - handle complex and difficult issues to achieve prompt resolution.
*Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation lifecycle including providing the customer with timely and accurate updates.
*Providing customers with product usage advice and guidance.
*Identifying and managing the appropriate priorities and required actions (e.g. escalation).
*Running SQL scripts on MS SQL Servers, writing SQL scripts to correct data
*Have strong SQL skills, being able to write complex queries in an appropriate way.
*Providing updates and detailed product release information.
*Collating product enhancement suggestions.
*Contribute to the attainment of internal and external KPI and SLA compliance
*Communicate regularly with team members through team meetings and individual review sessions.
*Contribute to the maintenance of product release notes and the distribution of product manuals.
*Help maintain and manage central knowledge base libraries for the benefit of the team and the standardization of responses to customer.

Key Skills and Experience required:
*Experience working in a similar Software Support or Data Analyst role
*Good IT skills including experience of Microsoft Windows (XP, 2K3, Vista & Windows 7), Microsoft Office (Word, Excel, Access, PowerPoint and Visio) and good working knowledge of Microsoft SQL 2K/2K5/2K8/2K12 Server.
*A proven track record in providing excellent Customer Support and Service
*Excellent client facing skills and experience to ensure relationships are kept strong.
*Experience in support system and ticket management.
*Excellent verbal and written communication skills at all business levels.
*An excellent ability to prioritise
*The ability to work under pressure

This is a great opportunity to join a market leading business as they continue to grow. The salary on offer is £21,000 - £24,000 depending on experience plus some great company benefits.

Please apply ASAP to be considered - interview will be taking place this side of Christmas!

2nd Line Software Support / Data Analysis / SQL Server Scripting / Help Desk / Tamworth

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
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