2nd Line Software Support Analyst

2nd Line Software Support Analyst

The 2nd Line Support Analyst works on the SIMS Service Desk, and is responsible for dealing with incoming customer issues directly. An excellent telephone manner and a passion for excellent customer care are required along with a strong interest and awareness of IT, and a good understanding of industry standard Microsoft applications. An eagerness to learn new software is also required.

Problem solving skills, documentation skills and excellent use of the English language are essential.

Must be a team player, be able to remain focused and calm under pressure, and to always be able to sustain a professional outlook.

Responsibilities include:

1. Analyse, investigate and resolve support issues from customers using SIMS software on Tablets in schools, via incoming telephone calls, emails and support cases logged over the web.
2. Maintain an up-to-date knowledge of the SIMS software range (in particular, the SIMS modules running on the tablet’s), related school processes and Education legislations, through training and self-learning.
3. Develop and maintain an up-to-date knowledge of issues related to the implementation of SIMS software in schools, through internal training and external customer site visits, in order to achieve a consistently high standard of customer support.
4. Contribute towards the knowledge of colleagues on the Service Desk.
5. Adhere to agreed Service Desk procedures and working practices.
6. Consistently achieve high performance targets.

Essential Experience/Skills

Good keyboard skills – fast, accurate typist with excellent Literacy skills. Confident with using mainstream Microsoft applications, web-based applications and similar products. Proficient in the use of email applications and the Internet. Qualification(s) in IT and good all-round awareness of IT, computers, computer peripherals and their make-up.

Knowledge of mobile technology (smart Phones, tablets etc) would be of benefit as would the purchase and deployment of mobile applications support (app store etc).

Desired Experience/Skills

Exposure to SIMS software, either as an end-user or in a support capacity, and/or having worked in a school or Local Authority. Experience in having worked within an IT Service Desk environment would also be advantageous.

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Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.