Job Title: Technical Support OfficerDepartment: Service DeskLocation: Hybrid - 3 days a week on siteSalary: £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