Service Desk Analyst​/Software

Service Desk Analyst / Software Application

Software Support, Service Desk, IT Support Engineer, Technical Support Analyst, 1st and 2nd Line

Local Software Company urgently seek a Customer Support Engineer to provide Software Support.

The role is to deliver outstanding customer service to customers to meet customer SLA by providing 2nd Line technical support across their Software and Hardware Product suite using a process driven diagnostic approach and strong troubleshooting skills to reduce the impact on customers by identifying known errors and workarounds to problems according to their priority.

Mandatory Technical Skills Required to qualify

Essential skills

• Experienced based logical approach to troubleshooting problems from triage to complex investigations in co-ordination with customers, 3rd party resolver groups.
• Experience of working in an IT service or product support role, preferably supporting a range external customers with varying degrees of urgency/importance.
• Familiar with Windows administrative tasks involving registry manipulation, batch file configuration, firewall adjustments, network adapter configuration and use of the command line.

Desirable skills ( training provided )

• Installation/configuration/support of Computer Networking, SAAS in Unified Comms. environments, e.g. software applications, server/Cloud based products with Microsoft Operating Systems, voice technologies, database (MySQL).

Service Desk Analyst, Software Support, Application Support Analyst, 2nd Line