Software Support Analyst

Located on the outskirts of Exeter right in the heart of Devon, this company is a fast growing and highly successful proprietary software business. Established in 2003 they provide IT SaaS solutions primarily to Motor Retailers and Manufactures in the UK, Europe and Global markets and are currently looking for a Software Support Analyst to join their team.

In a team environment the role as Software Support Analyst will involve the provision of Telephone & Remote Support to customers on a suite of software applications; advising on product functionality, recording/ analysing/ resolving faults and liaising with internal stakeholders to facilitate prompt resolutions. Comprehensive training will be provided.

Main Duties and Responsibilities:

- Manage inbound support tickets, both phone electronic (electronic tickets are delivered via the company's electronic help-desk software)
- Keeping customers updated as to progress of open tickets
- Diagnosing, resolving and triaging technical issues
- Escalating incidents and issues where necessary to senior managers and relative departments
- Regularly checking error logs
- Basic server maintenance including reporting faults and maintaining logs
- Managing system configuration changes

Required Skills & Experience

- Experience of working in a commercial Helpdesk or Support role is essential
- Excellent customer service and communication skills
- Excellent analytical, diagnostic and problem-solving skills
- Strong knowledge of Microsoft operating systems, desktop and server

Desirable Skills

- Microsoft SQL Server
- IIS
- Some HTML skills would be advantageous, but not essential

This is a great opportunity to join an exciting, growing company who have a great suite of ever evolving software applications.