We are looking for a Support Analyst to join a market-leading listed company based in Maidenhead. This award-winning company is well known for its exciting, enjoyable environment. This role offers several benefits, including flexible working hours and the option to work remotely 2 days a week.

Key Responsibilities:

• Act as the first point of contact for all queries via phone, email, and ticketing system
• Provide 1st line technical support for the billing team
• Log, triage, track and service requests through to resolution or escalation
• Diagnose and troubleshoot basic issues using established procedures
• Escalate unresolved incidents to 2nd or 3rd line support as appropriate
• Document issues and solutions to build a knowledge base of content
• Deliver excellent customer service and maintain a high level of professionalism
• Contribute to continuous service improvement initiatives
• Ability to process a high volume of tickets daily

Skills you require

• Ability to process a high volume of tickets daily
• Experience with ticketing tools
• Experience with Microsoft, Adobe and AWS is beneficial
• Experience with Service Now or a similar tool is highly advantageous
• Be able to handle a fast-paced environment
• Must possess strong organisational skills and have good attention to detail
• The preferred candidate will have gained experience in a 1st line support or a help desk role.

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