Support Analyst

Posted 21 February by Equiniti

Role Summary

  • Providing initial and continued 1st line contact and communication with customers
  • Managing the logging, tracking and progress of internal and external problems/incidents within relevant SLA’s and KPI’s
  • Providing 1st line (non-technical) incidents and problem resolution (as well as answering technical advice and queries and performing administrational requests)
  • Performing regular checks on internal and external systems
  • Creating, Maintaining and updating appropriate internal documentation
  • Providing a quality support service to customers that meets or exceeds KPI’s / SLAs
  • Facilitate the Requests for Change (RFC) process and release management process

Department Information

Equiniti Toplevel sits within the EQ Digital group of companies and are a leading provider of web enabled Case Management solutions, built around the core product Outreach.

Core Duties/Responsibilities

  • Receive new issues and problems from customers - raise, categorise, impact assess issues and then pass to the relevant person within standard times. (resolving if possible)
  • Work with members of the second line support team to progress incidents and issues
  • Ensure the resolution of all issues within SLA
  • Develop "How to" and further product documentation where needed
  • Complete scheduled maintenance and daily/monthly tasks
  • Communicate and liaise with customers as a result of any raised issues
  • Compile monthly reports
  • Performing ad-hoc administration department tasks (and any other tasks which fall within 1st line support) as required
  • Attend and lead meetings as required
  • All outputs performed to agreed KPI’s and SLAs.

Skills, Capabilities and Attributes

  • Educated to HND/Degree standard in a relevant IT/Computing subject.
  • Formal qualification can be substituted for significant 1st line support experience
  • Ideally have ITIL V3 Qualification or worked in an ITIL Environment.
  • Ideally have Microsoft or other professional qualifications (MSCE etc.) but not essential
  • Outgoing, Proactive personality who is not afraid to take ownership.
  • Must be able to work under pressure and against deadlines.

Required skills

  • Incidents
  • ITIL
  • Line Support
  • 1st Line
  • Release Management

Reference: 34525346

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