Senior Support Analyst

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View: 102

Update day: 25-05-2024

Location: Newcastle upon Tyne North East

Category: Finance / Bank / Stock Social Work / Community Services

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Role Introduction:
We are looking for an experienced Senior Support Analyst to join our ADA service desk team provide support to our customers and act as an escalation point for the wider team. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service.

The successful candidate will maintain a focus providing an excellent level of technical support and ensuring technical skills are developed in the team you work within to increase our ability to resolve support requests during the first interaction with the customer.
What You Will Do:
  • As a Senior Support Analyst you will provide a technical escalation route to our Service Desk and client-site based operations.
  • Troubleshooting challenging tickets and liaising with users until resolution is achieved, or escalating as appropriate, retaining ownership throughout the lifecycle of the ticket.
  • Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
  • Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.
What You Will Have:
  • As a Senior Support Analyst, you will have the ability to troubleshoot issues across ADA toolss using a methodical and logical approach.
  • Good knowledge of zendesk systems and services
  • Experience in the co-ordination of issue resolution to agreed service levels and targets
  • The ability to self-organise and prioritise workload
  • Excellent communication and inter-personal skills
  • A proactive approach to self-development
What We Do For You:
Wellbeing focussed – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
  • Generous Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
  • Employee Assistance Programme– Free advice, support, and confidential counselling available 24/7 through Care First
Personal Growth- Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
  • Development Programmes– From Future Managers to Leadership Training, our development programmes help you get where you need to go
  • Profit Share– Our Group-wide bonus scheme enables you to reap the rewards of your success
Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
  • Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
  • Income protection insurance– Providing you with support and assistance when you need it most
Recognition– Highlighting and rewarding the great work our people do
  • Top Achievers Club – Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees – read about what it’s like!
  • Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
Making a Difference – we provide opportunities to help our people make a difference to the causes they care about
  • MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
  • Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
  • Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger
Who We Are:
We are one the UK’s largest tech companies, and our products sit at the heart of some of the country’s best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.
Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how- we-hire
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Deadline: 09-07-2024

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