New Job Support Analyst - 5624IT Industry: IT Job Type: Permanent Location: City of London, England A great opportunity has arisen to work for a UK leading service company as a Support Analyst based in London. This company works closely with global retailers to deliver complex eCommerce sites on Magento Enterprise platform. Main responsibilities: ● Providing 1st/2nd line technical support; answering support queries via phone and email and resolving incidents ● Maintaining a high degree of customer service for all support queries and adhere to all service management principles ● Taking ownership of user problems and be proactive when dealing with user issues ● Logging all calls on the call logging system ● Taking ownership of incidents from creation to resolution ● Providing proactive support, highlighting ongoing issues and working to a resolution ● Maintaining a log of all incidents and problems detected ● Allocating more complex calls to the relevant IT team Required skills/attributes ● Excellent telephone manner ● Strong customer-facing ability ● Analytical problem-solving techniques ● Excellent writing abilities ● Good analytical problem solving abilities Qualifications/experience (essential) ● An undergraduate degree, or equivalent, in Computer Science or related subject ● Good working knowledge of Linux (Debian) and database systems Qualifications/experience (desired) ● Previous experience of working in a Support role would be an advantage, but is not essential ● Experience of dealing with external clients ● Experience of using call logging software ● Previous development experience through full software development lifecycle ● Magento experience ● Experience using Jira and Confluence ● Agile project background ● Incident and Problem Management experience ● Previous work in a Support Team or within an Agency ● Zend certification ● Basic understanding of PC hardware setup and configuration ● Basic network knowledge Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion. May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.
Posted on: Thu, 24 Jul 2014 07:01:31 +0000
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