Job Title: Technical Support Officer
Department: Service Desk
Location: Hybrid / Flexible Work
Salary: £30,000
Job Overview
We are looking for a skilled and proactive Technical Support Officer to join our Service Desk team. You will provide outstanding technical support for our software products, playing a vital role in ensuring smooth operations and delivering top-tier customer service.
The ideal candidate will have a background in application software support, a sharp eye for detail, and a strong problem-solving mindset. In this role, you will be responsible for deploying and maintaining systems, as well as producing clear and comprehensive documentation. Your ability to communicate effectively and resolve first-line technical issues will ensure that our applications meet high-quality standards.
Key Responsibilities
Customer Support and Communication
*Respond to customer queries via phone, email, and ticketing systems
*Maintain clear and concise communication, keeping customers informed about the progress of their issues
*Develop in-depth knowledge of the product and its value to customers in delivering their services
Technical Support on the Service Desk
*Prioritise and categorise incoming requests by urgency and type
*Conduct initial diagnosis of software, hardware, network, and database-related issues
*Resolve various technical issues, including application errors, performance problems, and configuration challenges
*Direct and clarify change requests, determining whether they fall under standard services or are billable
*Escalate complex issues through the proper channels, ensuring higher support levels have the necessary information for fast resolution
*Follow protocols during major incidents to ensure information flows to relevant stakeholders
*Identify potential risks and recommend actions to prevent incidents or bigger problems from arising
*Monitor system performance and take appropriate action to address any concerns
*Report recurring issues for further analysis and investigation
*Handle routine service tasks such as software updates and deployments
*Update reference files essential for system operation, such as TRUD files
*Understand and support application permission settings, offering advice and troubleshooting as needed
*Manage permission settings on supporting systems (e.g., SQL) to ensure smooth operation of jobs and application functions
Knowledge Base Development
*Identify gaps in knowledge base materials and create documentation to fill them
*Keep knowledge base content updated to ensure relevance and accuracy
*Stay informed on product changes and new features, taking the initiative to continuously improve product knowledge
Internal Collaboration and Compliance
*Collaborate with developers and infrastructure teams to address bugs and hosting-related issues
*Share user feedback on application performance and usability with internal teams to foster improvements
*Escalate high-impact issues to the relevant teams when they may affect business or commercial outcomes
*Ensure all work complies with security and compliance policies
*Report any potential security breaches or vulnerabilities identified within the applications
Benefits:
*Hybrid and Flexible Working
*£30,000 (Negotiable)
*Company Bonus Scheme
*Private medical insurance
*Access to 24/7 helplines
*Excellent pension contributions
*30 Days holiday + 8 Days bank holidayi
Skills and Experience
Essential Requirements:
*Experience in supporting software applications in a technical environment
*Strong customer service skills with a positive, solution-focused attitude
*A logical approach to problem-solving and attention to detail
*Process-driven, with the ability to follow and refine procedures
*Excellent communication skills, with a focus on precision and clarity
*Able to work independently and as part of a collaborative team
*Strong organisational skills, with the ability to manage and escalate queries effectively
*Ability to take ownership of tasks and see them through to completion
*Comfortable with working flexible hours when needed
*Ability to meet deadlines and maintain high standards under pressure
*Knowledge of: SQL, IIS, Windows, HTML, Microsoft Edge, and Chrome