Product Support Analyst/2nd Line Support Analyst

ORIGINAL
Product Support Analyst/2nd Line Support Analyst
Recruiter Energon People
Type Permanent
Location [field_country_region]
Salary/rate £30000.00-40000 p/a
Posted 6th April 2018
Industry IT

Product Support Analyst/2nd Line Support Analyst

My client is an innovative technology business based in London.

They have an extremely fast-paced delivery environment and their product portfolio is rapidly expanding and includes systems for Customer Service, Marketing, CRM, Data, Brand Website Development, Web Analytics and their supporting frameworks.

The Product Support Analyst/2nd Line Support Analyst will provide 2nd line support of their bespoke applications.

They will also provide training to users of our internally developed applications, communicating and optimising business understanding of each product.

The Product Support Analyst/2nd Line Support Analyst will:

  • Take ownership of customer issues reported
  • Troubleshoot and identify solutions to help resolve customer issues
  • Deliver training and ticket based support
  • Ensure detailed recording and all tickets are closed in a timely manner
  • Prepare accurate reports

The Product Support Analyst/2nd Line Support Analyst must have:

  • Experience using an ITSM ticketing system
  • Experience of managing queries
  • Experience of providing 2nd line application support
  • Experience of delivering training

Product Support Analyst/2nd Line Support Analyst