Technical Support Analyst
Technical Support Analyst
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Job Description
About the Role:
Youve seen our brand but you might not know the tech that powers it. The Customer Contact Experience (CCx) Technology team is the driving force behind the seamless support we offer across the UK Europe and India. We build and manage the tools our contact centres rely on from our Zendesk CRM to our Chat Bots Voice Bots and beyond.
As a CCx Tech Support Analyst youll be at the heart of the action. Youll provide second-line support for a suite of over fifty systems ensuring theyre not just running but running flawlessly. Youll be configuring updating and troubleshooting the very tools that connect us with our customers. This isnt just about fixing things; its about making them better. You will be a key player in a team of support analysts and youll have a direct impact on how we operate.
About You:
Were looking for someone with a passion for technology and a drive to provide top-tier customer service. Youll be the go-to person for our business users managing incidents and requests from start to finish. Youre not afraid to get your hands dirty whether its monitoring our systems with Dynatrace escalating complex issues to our developers or getting involved in key business events.
Youre a natural problem-solver who loves to get stuck in with a strong technical mindset and a real drive to learn and grow. You know your way around Incident and Change Management tools like ServiceNow and youre comfortable managing and updating systems to keep them running smoothly.
Youre great with people and can build strong relationships with stakeholders whether youre communicating online or face-to-face. You know how to manage content perhaps using tools like Zendesk Guide and you can navigate G-Suite or Microsoft Office with ease.
And if you have any of these even better:
- Experience with cloud-based systems like ADO.
- A knack for process documentation and flowcharting.
- Skills in resolving server or IIS issues.
- Knowledge of programming in React.
- An ITIL v3 Foundation certification.
In addition were looking for you to be:
- Able to speak read and write English at a level that enables you to complete your role for example to understand instructions and communicate effectively with stakeholders and/or other team members
- Experienced in effectively working in a collaborative manner in a large scale fast paced environment within a multifunctional technical team
Youll be doing all this from our Leicestershire Head Office. A fast-paced encouraging and supportive environment in which everyone brings an energy and a commitment to delivering for our customers and their own careers. Bring your energy. Play to your strengths. Make things bigger and better than before. Lets Take It On.
So if youre an expert in this field have strong communication skills and considerable technical support knowledge work with initiative and can build great working relationships within the business this is the place for you and your career.
#LI-HK1
Required Experience:
IC
Employment Type
Full-Time
