Backline Support Analyst

A fantastic opportunity has arisen within our clients support team for a Service Desk Analyst to provide high quality service to internal Operations and Channel Partners across their customer base.

Our client is a market leader in the provision of software solutions to a major retail market in the UK and Internationally and the Backline department provides a single high level application and technical escalation point in the support chain.

Main Responsibilities 
• Accurately resolve calls using analytical, technical and programming skills following Support and programming guidelines
• Ensure calls are accurately investigated and both the cause and the symptom of problems are resolved while taking into account customers' business and operational practices 
• Pro-actively take ownership of a wide variety of calls and problems 
• Manage, prioritise, escalate and progress calls under their own initiative ensuring that critical issues get appropriate attention
• Collate sufficient information to allow for regional specific data to be generated and maintained

In order to be considered for this role you must have demonstrable knowledge and experience of:
• Call Management & toolset knowledge working within SLAs and utilising tools to manage and control calls.
• Dealing with unfamiliar problems & generating solutions in a systematic and logical manner.
• Proactive performance improvement to enhance personal development.

Experience and/or Qualifications Required
• A Computer Science degree, or degree with a large element of computing, or an equivalent qualification would be an advantage. 
• Knowledge of programming is essential, ideally in c, c+, c# etc but full training in our client’s proprietary language will be given.
• Automotive industry knowledge could be an advantage.

Personal Skills Required
Trouble Shooting & analytical skills coupled with good communication ability.
You must have experience of working in a customer support role, or be able to demonstrate the personal qualities that will enable you to quickly establish a rapport with end users.

Successful candidates will enjoy a superb range of benefits including excellent basic salary, bonuses (up to 8% of basic salary after a qualifying period), life insurance, incapacity benefit, contributory pension, subsidised restaurant and leisure facilities.

You may be a recent graduate or have several years experience, but all candidates must have first class communication skills, work well in a team and be keen to learn to learn new skills.