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Our client is one of the largest providers of education management software in the UK, they influence the lives of over one million people every day through a range of web and mobile (iOS, Android) products that are built on the SIMS management information system.
Due to continued growth, our client is now looking to recruit a customer-focused 2nd Line Technical Analyst to provide a single point of contact between the services being provided and the users. Typically, this will involve managing cases, incidents, service requests, and handling communication with users.
This is a hybrid position where you'll be able to split your work between home and the office and can be located in Essex, Bedford or Coventry.
As 2nd Line Technical Analyst, your primary responsibility will be for investigation, escalation and progression to the closure of issues within a school’s technical environment, SIMS software and associated applications.
Routeing incidents to support specialist groups when needed
Analysing for correct prioritisation, classification and providing support to 1st line teams
Providing ownership, monitoring, tracking and communication of incidents
Providing resolution and recovery of incidents not assigned to support specialist groups
Monitoring the status and progress towards resolution of assigned incidents
Keeping users and the service desk informed about incident progress
Categorise incidents against an agreed classification
Prioritise incidents against an agreed prioritisation criteria
Capture resolution information to feed into the Knowledge Process Key Skills & Experience
Customer service experience
Strong personal development and motivational skills
Flexible, positive and have good organisational and interpersonal skills
Patient, diplomatic and able to work as part of a team and using own initiative
Ability to work well under pressure, prioritising cases to meet SLA’s
Flexible to respond to ongoing customer and business demands
Experience of supporting software applications
Understanding of Reading Cloud
Experience in Microsoft applications
Strong telephony skills, communication skills, active listening and customer care
Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents
Fault diagnosis skills
Awareness in new systems and technologies Desirable Skills
Experience in the education sector
Knowledge of SQL databases and the concepts behind them
Experience in supporting applications based on web technology, including Apps Like the sound of this role? If you are an experienced, customer-focused 2nd Line Technical Analyst we want to talk to you! Apply today!
Please note. Every candidate will be assessed in accordance with their qualifications, merit, and ability to perform the duties of the job role advertised. Please be advised that no terminology in this advert is intended to discriminate on the grounds of a person's religion, gender, race, colour, age, sexual orientation, disability, or marital status