IT Support Analyst

As part of the Made to Engage business as usual (BAU) support team, the IT Support Analyst will work with high profile clients, such as Easons, Henderson Foodservice, Moneycorp and Tourism NI….to name a few, delivering exceptional support services throughout the development lifecycle.

If you can listen attentively, speak calmly, document user issues comprehensively and be able to explain diverse technical topics in an easy-to-understand language to clients this role is for you!   

The IT Support Analyst must consistently analyse the impact and severity of issues to ensure correct prioritisation, whilst providing guidance and feedback to the internal teams. This feedback will fuel decisions about the future direction of the evolving products and the company itself.  

 

Your role will include

BAU Support   

  • Responding to client requests in correlation with their contracted service level agreements. 
  • Resolving clients support requests via customer support platform and telephone 
  • Escalation of requests to the relevant teams whilst ensuring prompt follow up
  • Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate, discussing fully with colleagues
  • Liaise with all third-party services to ensure support queries are investigated and resolved efficiently
  • Referring client requests for advice and consultation to Account Managers where necessary 

  

 Reporting and Analysis 

  • Suggest/implement improvements and raise awareness of areas of concern in relation to support/business processes or procedures 
  • Review key system statistics and data trends in order to improve system usage and user adoption 
  • Analyse support queries and identify additional tools which could be implemented to reduce 1st, 2nd or 3rd line support requests 
  • Regularly analyse client’s feedback for system improvements/recommendations 
  • Creating and providing of regular reports internally and externally to customers
  • Analyse support/business processes and procedures to ensure they are efficient 

 

Quality

  • Responsible for the overall quality of the fixes and issues which are delivered to clients and to internal/external testing teams 
  • Communicating support tasks and issues to the rest of the team 
  • Directing and ensuring tasks and issues are being carried out and resolved successfully  

 

Ideally you'll have

  • Bachelor's degree in IT or Business Studies (Note: Relevant commercial experience may be accepted in place of a degree certification)
  • Minimum 1 year in Customer Support, preferably in an IT environment
  • Proven ability to prioritise issues raised by clients
  • Proven ability to communicate effectively with internal teams and the general public/clients
  • Excellent telephone manner and communication skills
  • Proven ability to handle and break down complex requirements

 

Your rewards

  • Competitive salary 
  • 24 days annual leave (excluding public holidays)
  • Work with ambitious clients in Ireland and the UK
  • Flexible working hours
  • Continuous Training Opportunities
  • Company Bonus Scheme
  • Regular team building activities
  • Vibrant modern offices in the City Centre
  • Contributory pension scheme
  • Cycle to Work Scheme

 

The Next Step 

If this sounds like the opportunity you've been waiting for, we'd love to hear from you. To apply, please submit your CV via the Apply Now button. 

 

Equality Monitoring Form (NI)

Introduction

We are an Equal Opportunities Employer. We do not discriminate against our job applicants or employees and we aim to select the best person for the job. We monitor the community background and sex of our job applicants and employees in order to demonstrate our commitment to promoting equality of opportunity in employment and to comply with our duties under the Fair Employment & Treatment (NI) Order 1998. You are not obliged to answer the questions on this form and you will not suffer any penalty if you choose not to do so. Nevertheless, we encourage you to answer these questions. Your answers will be used by us to prepare and submit a monitoring return to the Equality Commission, but your identity will be kept anonymous. In all other regards, your answers will be treated with the strictest confidence. We assure you that your answers will not be used by us to make any decisions affecting you, whether in a recruitment exercise or during the course of any employment with us. 

 

 

If you do not answer the above question, we are encouraged to use the residuary method of making a determination, which means that we can make a determination as to your community background on the basis of the personal information supplied by you in your application form/personnel file.

 

 

Note: If you answer this questionnaire you are obliged to do so truthfully as it is a criminal offence under the Fair Employment (Monitoring) Regulations (NI) 1999 to knowingly give false answers to these questions.

By submitting your CV you are also agreeing for Made to Engage to hold your CV on file for the period of one year from date of submission solely for the purposes of recruitment.