Customer Support Analyst - Northampton

Customer Support Analyst

The co-ordination and assurance of all IT Services, ensuring high quality, consistent, professional and service level driven support is delivered to the staff and partners (customers).

The role of the Customer Support Analyst is to provide outstanding service to our customers. Focusing on your aligned region, sites and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver exceptional value.

Support the delivery of an IT service that is reliable, resilient, scalable and secure and puts the customer experience at the forefront.

Proactively contribute to the service improvement plan and take ownership for your region. Work with the IT Service Manager to monitor the service delivered by our IT Managed service providers, ensuring that there is a seamless approach to service and a relentless drive to delight our customers.

Build great relationships with our key customers in your region and be known as the 1st point of escalation for any service queries. Where complaints do arise, ensure that the IT Service Manager is informed promptly.

Work with the IT Service manager to create a customer engagement plan for your region. The primary focus is to continuously improve services, saving time and removing frustration. Using your own knowledge and detailed analyses of tickets and current trends to identify and drive opportunities for improvement.

A key part of the role is to help our customers to achieve value from IT through improved understanding of the tools available. Through the delivery of workshops, knowledge materials and focused communications. You will be expected to tailor these to the specific needs of your region, sites and customers.

Service Desk and technical support is provided by an IT Managed service provider. In your role you will monitor the queues for your region and ensure that expectations are being met or managed. You will not personally fix each ticket, but you will be responsible for progress and escalation where necessary.

Applications and selected systems will be passed to your queue for 2nd level investigation and resolution. This will involve working with vendors and other parts of the IT team but in all cases ownership for resolution remains with the Customer Support Analyst.

The role covers several sites within a region and therefore weekly UK travel and Agile working will be necessary.

Main Responsibilities

• Ensure that all the Service to your region, sites and customers are delivered in a customer centric manner that is also secure, efficient and cost-effective. The activities associated with this include:
• Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important
• Provide high quality support to customers by email, phone and in person
• Support the use of office IT equipment including meeting room technologies
• Resolve 2nd line application issues and manage the 3rd line support where necessary
• Delivery engaging training sessions to groups of customers
• Providing a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT Services
• Being the champion of IT in the region, ensuring that a positive message is given to all and dealing with any dissatisfaction in a professional and positive manner
• Build strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customer
• To be considered, professional and objective at all times
• Work with the IT Service Manager to build and implement a customer engagement plan that delivers measurable improvements in service and raises the perception of customers
• Ensure that the Service Documentation and Processes that support the services are up to date and an accurate representation of the environment
• Actively contribute to knowledge and communications by producing new articles on a weekly basis

General Duties

• Ensure that written work is delivered to a continual high standard and that all the appropriate company policies for document release are adhered to
• Ensure that all information is kept secure and not disclosed inappropriately
• Be an active part of the IT team providing insights and taking ownership
• Accept additional responsibilities as specifically requested by the IT Service Manager
• Always ensure you project a professional image
• To comply with all required Company procedures
• To carry out your duties in accordance with the Company s Equal Opportunities and Health and Safety policies at all times
• To maintain high standards of quality of work, personal and personal conduct
• To hold a valid driving licence to enable efficient travel to sites
• To be located from different sites in your region on a weekly basis

Financial responsibilities and authority limits

• Procurement of agreed customer equipment with approval of line manager and budget holder.

Reporting and administrative duties

• Update the customer engagement plan in a timely manner as agreed with the IT Service Manager
• Ensure that Major Incident or Security Reports for your region are completed on time and distributed to the right stakeholders
• Provide a quarterly customer engagement report for your region

Qualifications:

• ITIL Foundation desirable
• Technical Certification such as CompTIA or equivalent desirable

Essential skills:

• Experience in a customer facing IT role
• Skilled in the creation and delivery of customer focused presentations and communications
• Experience working within an IT Managed Service (outsourced) environment
• A good general knowledge of end user technologies, e.g. PC s, Audio Visual, Mobile Phones, Telephone systems
• Experience working with ITIL service and support processes
• Strong analytical and diagnostic skills for problem resolution and root cause analysis
• A broad understanding of technology and a good level of awareness of technical concepts
• Excellent knowledge of Microsoft products
• Any experience supporting business applications would be an advantage