1st Line Support Analyst
Job Type : Permanent, Full Time
Salary : £22000 – £30000/annum
1st Line Support Analyst
Location: Currently working from home but must be within a commutable distance from our office in Brixworth as we will return to the office with hybrid working.
Salary: £20,000 – £30,000pa depending on experience
Employment Type: 37.5 Hours per week – Permanent
PCCS Group is a software house producing bespoke SaaS Applications for a variety of Businesses in a growing mix of industries such as consumer electronics, Insurance & Facilities Management.
Thanks to a growth in our client base and an increase in the enhancements being carried out across our systems we are looking for an experienced 1st Line Support Analyst to help us in supporting and managing various software projects as required, for key clients.
Main 1st Line Support Analyst duties include:
* Deal with incoming telephone calls and emails from end users
* Accurately record reported issue details in a timely and understandable manner
* Use pre-existing escalation methods where the issue requires
* Document quick fixes to reduce support time in future
* Log any request from end-users for enhancements to the system ensuring such requests are followed up by colleagues
* Build & maintain good relationships with all end-users through progressive and meaningful updates to their issue, through to resolution
Experience and Capabilities
* Experience in a similar 1st Line Support role
* Excellent verbal and written communication skills
* Experience using an incident ticketing system
* Ability to work independently
* Familiarity of web technology and bespoke software
* A basic understanding of MySQL and data storage/retrieval techniques (Desirable but not essential, can be taught on the job)
* An ability to understand and document user requirements
What we can offer
We can offer you 21 days holiday a year with an additional one day’s holiday accrued for every three years of continuous service, as well as a pension scheme.
PCCS Group is based in a modern, open office in Brixworth, Northampton. Built by a well-known architect, originally a part of the Mercedes F1 complex, it has been beautifully converted into an open plan environment conducive to a relaxed collaborative workspace. PCCS Group are a family orientated, professional business that has been well established for 30 years within the Northampton area. We have seen an impressive growth and uptake in our cloud-based solutions over the last 5 years, establishing new, high-end clients.
We are a fast-growing business looking for people who wish to join our dedicated team and grow with us
More Information
- Address NN6, Brixworth, Northamptonshire
