Support Analyst

At STL we create and deliver innovative client relationship, contact, business workflow and case management software solutions. Our investment in new innovations and development mean our ideas are fresh and focused on resolving business needs. Satisfaction is gained by seeing how our clients improve their business performance now, and for the future, as we deliver measurable improvements against agreed objectives.   We offer three service areas: ready-made solutions, bespoke software development and software support.

We are currently looking for a Support Analyst to work within an established ITIL Service Desk, providing both telephone and remote diagnostic application support for products used within the Criminal Justice sector and to take responsibility and ownership of incidents allocated.

Key Result Areas:

• Responsible for the ownership, progression and resolution of incidents allocated, ensuring the end user and incident ticket is fully updated as per the documented processes with all actions taken, including root cause and resolution detail;
• To work closely with the Problem Management Team ensuring comprehensive detail is provided for new problems and defects and all associated incidents are linked to ensure the Problem Management Team are informed;
• To ensure data integrity is maintained when analysing and resolving incidents;
• Provide focus and interaction ensuring that the Company operates within its agreed SLA’s and KPI’s, liaising with and updating the end user throughout the lifecycle of an incident ticket, escalating to the Incident Management Team Leader as appropriate;
• Ensuring that the Company processes are adhered;
• To develop knowledge of the applications and business processes used within the Criminal Justice sector in order to provide a high quality customer support service.

Qualifications and Knowledge:

• ITIL Version 3 - Foundation is desirable;

• Knowledge of the Libra application is desirable.

Skills and Experience:

• Call Centre / Helpdesk experience is essential, ideally in a software development environment;
• The ability to manage and take responsibility for incident tickets assigned in relation to specialist software functionality;
• Strong customer liaison skills underpinned by a professional telephone manner;
• Exceptional analytical skills to determine resolution accurately;
• Have a technical aptitude in order to implement data change where necessary;
• Be able to work autonomously and within a team to support the end user efficiently;
• Experience of delivering against Service Level Agreement targets and meeting customer expectations;
• Experience of SQL/PL-SQL or Quest Toad is desirable;
• Experience within the Criminal Justice sector is desirable.

Personal Attributes:

• Ability to retain technical information;
• Customer focused approach;
• Excellent analytical problem solving skills;
• Exceptional communication and organisational skills;
• Self-starter, resilient to pressure and able to work in a multi-paced, change oriented environment;
• Have a technical aptitude in order to implement data change where necessary;
• Pragmatic with sound judgement and common sense especially around trend analysis;
• Able to prioritise tasks and escalate high-profile issues;
• Able to use initiative to keep users and internal stakeholders informed of progress in relation to incidents.