Trainee Support Analyst

Trainee Support Analyst

Do you want to become part of a growing, award-winning retail technology company? It's their people that shape their future. They are looking for a dynamic individual to join their team of Support Analysts.

Where will you be working?

You will be working as part of their team based primarily in their Northampton Application Centre.

What will they ask you to do?

You'll be undertaking analysis and triage of issues raise by clients to their application support desk. Using the Query tool to analyse the Merret database to verify or clarify issues, you'll then be escalating to the 3rd line team.

Liaising with clients on the progress of issues and prioritisation of 3rd line incidents, you'll be responding to client communications by phone and email. You will be carrying out Merret 2nd line duties whilst continuing your Merret product training to become an expert in areas of functionality.

Each day will be different, and you'll be actively involved in supporting their clients and helping to evolve the support teams to ensure they continue to provide a great service. You'll be helping to identify gaps in current processes and look to improve them.

Is this the role for me?

If you can answer "Yes" to the following, then this role shall be of interest to you:

- Take ownership of issues as they are raised, providing accurate concise updates onto the call management system
- Ensure that all issues comply with the defined template and have been investigated as deeply as possible before assigning to the 3rd line team
- Produce both client & management reports using prescribed procedures/toolkit within i-series & Microsoft applications when requested
- Understanding of the retail environment would be beneficial but not essential
- Good technical background
- Working knowledge of IBM iSeries software would be beneficial but not essential
- Experience of working within an application support role for a software provider would be beneficial
- Experience of using SQL within DB2 or other relational database (Oracle/SQL Server) would be beneficial
- Strong team player
- Excellent communication skills
- Analytical and good problem solver with a natural curiosity
- Strong sense of ownership
- Ability to work through problems logically
- Good time management skills and the ability to stay calm under pressure