IT Support Analyst - Bristol

An IT Support Analyst is required to join the market-leading supplier of software and services to the retail automotive industry. They are part of one of the world's largest and most financially stable organisations.

They have opportunities in a wide range of business areas so wherever in the world you join them, you will get the support, training and tools you need to make significant steps forward in your career.

Purpose of role

Provision of an excellent support service is critical to the achievement of their strategic plans for growth and profitability. The Support team provides front-line support, information and assistance to their customers. The primary focus of the Support Analyst is to respond to and resolve customer queries and problems regarding their products and services. Data from calls is logged and analysed to identify ways to improve overall services and products to customers over time. Working as part of an assigned team providing support, you will listen, respond research or escalate customer enquiries, and ensure these are dealt with promptly and to a successful conclusion.

This role requires someone who is resourceful and well organised, with excellent communication, analytical and problem solving skills, who is prepared to take responsibility for successful enquiry resolution, and has a passion and commitment to providing service excellence.

Key Duties & Responsibilities:

- Taking ownership of support customer and manufacturer enquiries
- Dealing with a wide variety of enquiries from customers from call start to closure, escalating when necessary
- Actively and efficiently logging support case data and achieving First Contact Fix wherever possible
- Communicating cooperatively with team members, other departments and management, to deliver timely resolution of customer issues and improve customer satisfaction
- Producing knowledge articles for customers and associates, to provide guidance and reduce calls
- Liaising with other company teams or departments to develop and to maintain high levels of customer service and effective resolution of customer enquiries.

Skills / Knowledge & Experience:

- Ability to efficiently plan and prioritise workload to meet deadlines
- Superior communication skills, including telephone, virtual methods, written, and verbal skills
- Exceptional Customer Service
- Demonstrable ability to influence and overcome objections
- Ability to interact with all levels of their customers and associates
- Ability to troubleshoot a variety of application and infrastructure related technology issues depending on the assignment area (application module, network, hosting, hardware)
- IT qualifications
- Infrastructure (network, printing, hosting, firewalls, internet technologies, Microsoft products)
- Hardware (servers, desktop/laptop, printers, network, firewalls)