2nd Line Software Analyst (Windows, Support, Education)

2nd Line Software Analyst (Windows, Support, Education) Essex A leading UK FTSE 100 provider of IT solutions and services are looking to hire a 2nd Line Software Analyst (Windows, Support, Education) to join a rapidly expanding hosted services team in Essex. The 2nd Line Software Analyst (Windows, Support, Education) will have a high level of customer focus and will support the resolution of support cases, live service monitoring and all new service provision. Responsibilities for the 2nd Line Software Analyst (Windows, Support, Education) The 2nd line Software Analyst (Windows, Support, Education) will work as a member of the 2nd line team to resolve customer issues Provide support on a range of software to customers using telephone, email and remote access tools Investigate, attempt resolution or escalate retaining ownership The 2nd Line Software Analyst (Windows, Support, Education) will identify trends and escalate as appropriate Ensure regular fully detailed updates are added to open incident records within our Microsoft Dynamics 365 database The 2nd Line Software Analyst (Windows, Support, Education) will mentor and train 1st and 2nd Line team members when requested To attend customer events or visits in a support capacity which may occasionally require an overnight stay. Experience for the 2nd Line Software Analyst (Windows, Support, Education) Previous experience working within a customer support role or education environment Ability to problem solve and analyse customer issues Good communication skills and delivery of high customer service standards Confident user of Microsoft Office Suite The ability to empathise with school's staff at all levels The ability to build up a good rapport with school's staff at all levels Ability to problem solve and analyse customer issues Good communication skills Good knowledge of SIMS software modules would be an advantage. To apply for the 2nd Line Software Analyst (Windows, Support, Education) role please press apply - provided by Dice MICROSOFT, WINDOWS