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Support Analyst (SQL) - Nelson - £20k

Job Title: Support Analyst (SQL) - Nelson - £20k
Contract Type: Permanent
Location: Nelson, Lancashire
Salary: £18000 - £20000 per annum + bens
Start Date: ASAP
Duration: Permanent
REF: 20495-NEL_1551104185
Contact Name: Monica Cadden
Contact Email:
Job Published: 4 months ago

Job Description

Support Analyst - Nelson - £20k

1st & 2nd Line Support Analyst - Nelson

SQL / SQL Server / MS SQL

Due to continued growth, my market leading global client are looking to recruit a 1st & 2nd Line Support Analyst to work out of their busy offices based in Nelson. The role will involve answering and logging inbox client calls on a range of products and providing a high level of service in resolving any queries or issues. They are looking for someone with strong SQL & customer service skills.

Experience of software product support will be particularly helpful, especially on a SQL Server platform and with exposure to a broad range of technical areas.

Duties will include;

  • Log onto the phones punctually and prepared to start per the roster schedule.
  • Answer all incoming calls to the Help Desk in a professional, confident and timely manner.
  • Screen calls to ensure the client is entitled to support i.e. registered in the client database and on a support and maintenance contract.
  • Understand and record the significant aspects of a client's issue in the call logging system.
  • Record and monitor calls using company approved systems, tools and procedures.
  • Retrieve messages from voicemail and either return calls or distribute the messages, as appropriate.
  • Acknowledge and deal with client queries received through the Support Mailbox.
  • Escalate Client enquiries appropriately to third level support, where an enquiry cannot be resolved to a client's satisfaction, as further technical assistance is required.
  • Investigate, replicate or test problems and queries to resolve open jobs.
  • Record and escalate software suggestions, bugs and/or problems to the Helpdesk Manager.
  • Meet or exceed established Key Performance Indicators (KPI's) for call answer, average talk time and incident closure rate.
  • Take ownership of client queries by updating clients regularly on the status of their open jobs as per their preferred method of contact - telephone, fax or email and see these through to closure by appropriately resolving and closing the jobs.
  • Schedule follow up calls and installation bookings and see them through to completion.

This is an excellent opportunity, offering any candidate the opportunity to work in a busy environment, using the latest technologies. The salary can be anything up to £20k depending on experience, but this is definitely an opportunity not to be missed, so please send me your CV now