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Support Analyst (Technical)

Posted on Aug 1, 2019 by CV-Library

West Midlands, United Kingdom
Wholesale Trade
Immediate Start
Annual Salary
Company Description

Open GI is a leading software development company and a trusted partner to the general insurance industry. Based across the UK and Europe, our support and development services make us a truly diverse organisation that offers a range of IT solutions to insurance brokers, insurers and MGAs.


We are looking for a customer focused Support Analyst, who will be responsible for providing second level support to internal and external customers. Based in our Worcester offices you will be resolving escalated support queries via telephone, or remote diagnostic tools to drive customer advocacy.

Your role will involve:

Resolving escalated support queries via telephone, or remote diagnostic tools

Providing mentoring & coaching to Helpdesk team members as needed

Providing remote management of sites contracted for Enhanced Support Services

Monitoring customer servers and resolving identified issues

Accurate recording and administration of internal service desk systems

Escalating calls to level three teams with all pertinent information

Ensuring that the standards and procedures used within the team are adhered to and well understood by team members


GCSE Maths and English at grade C or higher Education qualifications; desired: A-Level Maths and English at grade C

Working knowledge of Microsoft products, including MS Office

Experience in providing customer service support in an IT environment

Ability to proactively monitor and manage workload

Knowledge and experience of Windows Server 2008 R2 & above

Experience working with active directory

General network connectivity/troubleshooting

Exchange 2013 and above

Excellent communication & interpersonal skills

Pleasant, confident and professional telephone manner

Other information

Benefits include:

Competitive salary dependent on skills and experience

Company pension

Discretionary company bonus opportunity

Life assurance and critical illness cover

Perkbox – an exclusive benefits platform offering a wide range of discounts and benefits

Free parking

Onsite restaurant (including Starbucks coffee).

Cycle to work scheme

To apply for this role please complete the Application for Employment below and upload your supporting statement and CV

Reference: 210420277

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