Software support analyst Work, Jobs in Silchester, Ham (with Salaries)

Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
Codestone —Basingstoke
- Weekend availability
- Hybrid work
- Management
- Customer service
- Windows
Sage ERP Software Support Consultant (Finance)
Mysoft —Fleet
- Full-time
- Hybrid work
- Microsoft Excel
- Software troubleshooting
- Customer service
- Free parking
- Employee assistance programme
Quick apply
Technology Support Analyst
Stevens & Bolton —Guildford
- Weekend availability
- Remote
- Customer service
- Windows
- Organisational skills
IT Support Technician
Palace International Ltd. (trading as Spectro | Jet-Care) —Odiham
- £25,000 - £35,000 a year
- Full-time
- Computer Science
- Software troubleshooting
- Customer service
- Free parking
- Annual leave
Quick apply
9d
1st Line Support Analyst
FluidOne —Camberley
- Azure
- Microsoft Outlook
- Customer service
- Employee assistance programme
IT Compliance Analyst
UK Atomic Energy Authority —Culham
- £48,290 a year
- Full-time
- Hybrid work
- PMP
- IT
- Annual leave
Quick apply
1d
2nd Line Support Analyst
FluidOne —Camberley
- Azure
- Windows
- Microsoft Office
- Employee assistance programme
Assoc Application Analyst
Visa Europe Limited —Basingstoke
- 12 hour shift
- Analysis skills
- Bachelor's degree
- Organisational skills
Associate Application Analyst
Visa Europe Limited —Basingstoke
- 12 hour shift
- Analysis skills
- Bachelor's degree
- Organisational skills
AI Transformation & Enablement Analyst
Loftware UK —Reading
- £40,000 - £150,000 a year
- Hybrid work
- Azure
- Master's degree
- AWS
Quick apply
Business Analyst
Diligenta —Reading
- £41,400 - £51,750 a year
- Full-time
- Communication skills
- Negotiation
- Employee assistance programme
Quick apply
Systems Optimisation Analyst
Thames Water Utilites —Arborfield
- £34,820 - £41,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Communication skills
3d
Deskside Analyst
Hachette UK —Didcot
- Up to £32,500 a year
- Full-time
- Azure
- Microsoft Outlook
- Customer service
- Annual leave
- Employee discount
3d
Systems Ops Analyst
Epicor —Bracknell
- Full-time
- Azure
- Windows
- SQL
14d
Senior Cloud Billing Analyst
Softcat —Marlow
- Hybrid work
- Microsoft Excel
- Oracle
- Analysis skills
- Flexible schedule
14d
Associate Monitoring Analyst
QinetiQ —Farnborough
- £44,550 - £49,500 a year
- Full-time
- Azure
- Scripting
- IT
- Employee discount
3d
Public Health Programme Officer - Health Intelligence
Royal Borough of Windsor and Maidenhead —Maidenhead
- £39,526 - £43,613 a year
- Full-time
- Hybrid work
- Data analysis skills
- SQL
- Free parking
- Annual leave
13d
VodafoneThree - IPA Test Specialist
Vodafone —Newbury
- Full-time
- Hybrid work
- AWS
- Continuous improvement
- APIs
- Employee discount
5d
Compliance Officer – Junior Analyst
Stevens & Bolton —Guildford
- IT
- Communication skills
- Time management
8d
SaaS Operations Analyst
IDBS —Woking
- Full-time
- Bachelor's degree
- In-person
- Annual leave

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Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off

Codestone -
Basingstoke

Apply Now

Job details

Qualifications

Management
Customer service
Windows
Microsoft Office
ITIL
Organisational skills
IT
Computer skills
Communication skills
Active Directory

Full job description

About the Role

The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.

Location: Basingstoke

Work Pattern: This Basingstoke-based role operates on a 4 days on / 4 days off shift pattern, with working hours from 7:00 AM to 7:00 PM on weekdays. Weekend shifts are worked remotely, offering a blend of onsite and hybrid working. Very occasional travel to London to cover on-site shift when required.

About Your Experience

Your main responsibilities will include (but not be limited to):

Provide a channel for users to request and receive standard services, via email, phone, and self-service.
Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s.
Take ownership of users' incidents and requests and be proactive when dealing with these.
Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.

Incidents/Request for Service Duties:

Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool.
Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
Escalation to customer internal teams, of faults that they are responsible for resolving.
Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
Communication with the customer resolver teams, to escalate and help with triage tickets.

Systems Support:

ITSM tools
Remote connection tools
MS Office
Windows OS

System Administration:

Record all faults and related occurrences on the ITSM system
Produce and update documentation of fixes for known issues
Upkeep of IT procedures (under direction of Line Manager)

What you’ll bring:

Experience working in a Service Desk environment, preferably with a Managed Service Provider.
Hands-on experience with service desk and remote-control software.
Ability to give instructions to a non-technical audience.
Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.
Proactive, positive, self-starter and team player with a skill of continually improving processes.
Ability to work in a team-based, collaborative environment.
Track record of working in a customer-facing environment.
Ability to digest complex data and relay it to users in a manageable, clear and concise way.
Experience in Customer Service is essential.
Experience of operating in high pressure and fast-moving environments.
Excellent organisational skills.
Service Level and Customer experience level Management experience.
Good computer skills and the ability to use business support software and ITSM tools.
Strong teamwork skills and attention to detail.
ITIL v4 Foundation (Advantageous only)
Experience with Hornbill (Advantageous only)

Key Measures and Targets:

Timely response and resolution of Customer queries.
Achieving target Response and Resolution SLA’s.
Positive feedback on any Customer Satisfaction Survey.

Key Behaviours

Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.

Communication Skills: Proficient in communicating clearly and effectively.

Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.

Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.

Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.

Attention to Detail: Accurately records and monitors incidents and requests

Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues

Apply Now

Refine Your Search

software support analyst jobs in silchester, ham

Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off

Sage ERP Software Support Consultant (Finance)

Technology Support Analyst

IT Support Technician

1st Line Support Analyst

IT Compliance Analyst

2nd Line Support Analyst

Assoc Application Analyst

Associate Application Analyst

AI Transformation & Enablement Analyst

Business Analyst

Systems Optimisation Analyst

Deskside Analyst

Systems Ops Analyst

Senior Cloud Billing Analyst

Associate Monitoring Analyst

Public Health Programme Officer - Health Intelligence

VodafoneThree - IPA Test Specialist

Compliance Officer – Junior Analyst

SaaS Operations Analyst

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