Associate Technical Support Analyst

Job Summary:

The Associate Technical Support Analyst role is to provide excellent customer service whilst resolving technical incidents of requests raised by end users who are using the business systems.

Role & responsibilities

Problem Management

• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.

Incident Management

• Following agreed procedures, identifies, registers and categorises incidents.
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Maintains records and advises relevant persons of actions taken

Customer Service Support

• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Contributes to creation of support documentation.
• Ensure all tracking and quality metrics are consistently achieved

Relationship Management

• Implements stakeholder engagement/communications plan.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.

Other

• Carryout any other reasonable duties as requested.

Preferred candidate profile

• Technical service background
• Experience using tools to communicate progress to Stakeholders
• Experience of regulated environments (GxP, Financial, etc…) or relevant testing experience from another domain that is transferable
• Understanding of Agile methodologies (preferably Scrum), UML, Object Orientated, Data
• Modeling, Process Modeling and/or other development methodologies
• Experience of working in and knowledge of the life sciences sector
• Solid Professional experience in the same or very similar role
• Customer service experience
• ITIL awareness
• Technical Helpdesk experience

Education:

• Bachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience
• English: Fluent
• ITIL V3 Certification