IT Support Analyst Wallingford, England
Group GTI
Full Time
Wallingford, England
27915 - 23315 GBP ANNUAL Today
Job description
Our Application Tracking System (ATS) is a volume hiring platform used by some top graduate recruiters across the UK, Ireland and beyond. The product allows recruiters to efficiently manage and automate the recruitment process as well as provide a great experience for candidates.
As an IT Support Analyst, you will be responsible for second line support for the platform, to triage and investigate issues as well as support and train customers in the platform’s use. As an IT Support Analyst your goal is to ensure we achieve high levels of customer satisfaction.
Outcomes
High levels of customer satisfaction
- Service Level Agreements (SLAs) are achieved.
- Issues are clearly and accurately documented, including steps to replicate.
- Requests are tracked and customers updated as needed.
- Change requests are completed accurately and on time.
Higher adoption of new and existing platform functionality
- Creates easy to follow platform documentation (e.g., written and video).
- Works with wider Customer Success team to identify customer knowledge gaps.
Main duties and responsibilities
- Second line technical support: You will support the first line support team (CDC) with additional technical knowledge and triaging tickets. You will complete deeper investigation and analysis of more complex issues, gathering further information, and clearly document your findings. You will liaise with product/technical teams to follow issues through to resolution.
- Supporting customers: You will support customers with platform queries, issues and change requests. You will communicate with the customer through email and phone and use your questioning skills to clearly understand requirements. Where required, you will make changes within the platform and communicate back to the customer.
- Documentation: You will create clear and concise documentation for both internal and external users in respect to the platform and processes.
Person Specification:
- Strong technical aptitude.
- A fast learner, able to pick up new technologies and processes quickly.
- A problem solver. Uses own initiative to investigate and resolve independently as well as seeking help and learning from others when needed.
- A confident and professional manner with excellent written, phone and conversational skills.
Work Experience, Knowledge & Skills:
- Bachelor’s degree in a technical related field or 1+ year of experience within a technical/SaaS business role.
Desirable:
- Previous helpdesk experience
- SQL, HTML, XML, and/or basic coding experience
Other Information
- Permanent role – 37.5 hours per week between Monday to Friday 9.00 – 5.30pm.
- 3-month probationary period.
Background checking policy
Hiring of ex-offenders policy
Hiring of ex-offenders policy
About Group GTI
We aim to help students realise their potential in the world of work through technology, content and tools. That’s not an easy thing.
We believe in understanding students and partnering with employers, universities, schools and other technology providers.
It's about students finding the right role and employers finding the most suitable candidates. But it's more than that – it’s about helping young people discover options, develop and build confidence.
Department
Recruiting Solutions
Employment Type
Permanent - Full Time
Location
Wallingford or London, UK - Hybrid
Workplace type
Hybrid
About Group GTI
CEO: Simon Martin
Revenue: Unknown / Non-Applicable
Size: 51 to 200 Employees
Type: Company - Private
Website: https://groupgti.com/
Year Founded: 1988
Group GTI
https://groupgti.com/
Wallingford, United Kingdom
Simon Martin
Unknown / Non-Applicable
51 to 200 Employees
Company - Private
Internet & Web Services
1988
