Support Analyst

This is a hybrid role requiring 2 days' attendance in our office in Theale.

THE ROLE:

The Support Analyst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.

HOW YOU WILL CONTRIBUTE:

• Analyse, understand, and reproduce situations existing within our products
• Define and request configuration and code solutions
• Deliver high quality technical directives
• Follow-up, resolve or escalate of cases using ITIL procedures
• Track, describe and update the cases in our ITSM management system
• Communicate clearly with the different internal, third party and client teams
• Manage multiple cases in parallel
• Be part of the 24/7 OnCall rota

QUALIFICATIONS

Formal Education & Certification

University Degree in IT or equivalent such as Engineering school and between 2 to 4 years’ experience in a similar role.

Knowledge & Experience

Experience with Linux machine operating systems

Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.

Experience with Knowledge base management using KCS methodology

Proficiency of SQL queries

Knowledge of Fintech environment would be an advantage

Personal Attributes:

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment

To be rigorous, methodical, and organised

Sense of responsibility appropriate to the banking industry

Exceptional oral and written communication skills

Highly self-motivated and directed.

Multi-tasking abilities

Languages:

It is required to be fluent in English. Any other languages will be a plus. Only the applications matching the required skills will be taken into consideration.

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.