1st Line Support Analyst

☞ Europa Worldwide Group

View: 103

Update day: 11-06-2024

Location: Corby East Midlands

Category: IT - Software

Industry: Transportation Logistics Supply Chain Storage

Position: Entry level

Job type: Full-time

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Job content

Job Role:1 st Line Application Support AnalystDivision/Department:Group/ITLocation: RemoteReports to:Application Support ManagerAbout Europa Worldwide GroupEuropa Worldwide Group is an ambitious independent logistics operator specialising in Road freight, Air & Sea freight and Warehousing.We provide market leading products and services to leading international and UK businesses who have chosen Europa because of its commitment to providing best in class services.We have featured in the prestigious Sunday Times Top Track 250 three times and employ over 1,300 staff globally. The company’s turnover of £260 million in 2021 is expected to increase to £300 million in 2022.Position SummaryActing as primary point of contact the 1 st Line Application Support Analyst will liaise between end users and the IT department throughout the organisation.This Is Where You Come InDay to day you will be responsible for providing 1 st line technical support to the business and our end users, taking ownership of tickets, handling calls and being the first port of call for users contacting the Application Support team for assistance.Our Ideal Person
  • Previous experience within an IT Support role would be beneficial
  • Someone that strives to provide excellent service with passion and personality
  • A person with excellent prioritisation and time management skills
  • Someone that will ask questions and actively work to increase their skillset from training available and their colleagues as well as scenarios they come across
  • An individual that takes ownership of their role and responsibilities and works with their team
  • A person that can add an extra element or dimension to their team and their role
  • Be confident speaking to our end users, solving queries and resolving issues
In This Role, You Will
  • Serve as the first point of contact for Application support within the organisation, supporting employees whenever they encounter technical assistance with our bespoke software
  • Perform remote troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided using a triage system to ensure timely resolution or escalation (2nd Line team or third-party IT department) where appropriate
  • Manage the internal ticketing system, creating and maintaining tickets with comprehensive details when issues arise alongside ensuring no duplication of tickets, whilst providing detailed updates to the end user regarding resolution of issue
  • Provide fundamental administrative support for Leonardo software
  • Identify and proactively share key themes arising from calls and emails
  • Contribute to the development and maintenance of the knowledge base by documenting solutions to common problems and frequently asked questions.
  • Ensure you comply and follow our company values, which we refer to as ‘Our Approach to Business’
What You Can Expect From Us
  • Excellent salary package
  • 25 days annual leave, plus an additional holiday scheme
  • Laptop, Iphone & Tablet
  • Company events
  • Contributory company pension scheme
  • Fantastic maternity / adoption / paternity benefits
  • 2x salary – death in service benefit
  • Employee Wellbeing Programme
  • Wide range of Europa rewards and benefits scheme
  • The opportunity to develop, progress and work within a global organisation which is rapidly growing.
  • A fantastic working culture which promotes excellent work/life balance.
  • Working closely with a team of talented individuals with a great work ethic who also love to have fun!
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Deadline: 26-07-2024

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