Software Support Analyst – London – £32,000 + Shift Allowances + Benefits
At least 2 years experience of working within a support helpdesk within the legal environment.
Contact Relationship Management (CRM) Knowledge
Provide high-level technical assistance to clients on a variety of CRM software applications specific to legal and other professional services organisations.
To analyse and resolve issues for clients with the use of remote access, knowledge base, colleague discussion and 3rd party support.
The analyst will demonstrate ownership of calls and become proactive in resolving all issues reported to the IT Support team within the agreed SLA’s and timescales and own such issues through to successful resolution.
Top provide a high quality , professional service to clients
As well as the analytical mind set and technical experience required to work with technical contacts, you will need to have excellent communication and interpersonal skills for those less technically inclined.
Accept and log all calls coming into the IT Support Desk using Support Works Database.
Monitor Service desk mail inbox constantly and log calls as they arrive.
Implement and maintain site procedures where necessary.
Ensure all calls received are logged in the correct manner and location in accordance with site KPI’s/guidelines, providing 1st rate customer service and support.
Troubleshoot and resolve issues
Ensure that any problems, which require a return visit or escalation, have both nature of the problem and actions taken so far adequately, documented.
Advise management where change is necessary.
Be aware of and set expectations of likely response and resolution times according to agreed SLA
A global organisation that provides technical consultancy and outsourcing services to the professional services market that includes Accountancy and Legal Sectors.
To apply call Mark Lennard at Lewis Paige on 0207 871 9909 or email your CV to firstname.lastname@example.org