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Support and Implementation Analyst

OCC Computer Personnel
Customer Services, Call Centre
£2,500 to £3,000 Per Month
Job Type
Date Posted
13th March 2018

Job Description

Support & Implementation Analyst – Nantwich

We are working with an international company based in Nantwich and they are looking for a Support and Implementation Analyst to join their team. This is not a technical role, you will be supporting customers after implementation of their software therefore they are looking for someone who has a strong customer service and end-user support background within a software company.

Job responsibilities;

  • Implementing and supporting the service to the customers.
  • Provide training in certain aspects of the solution.
  • Provide support for inbound incidents and Service Requests from end users and client IT staff, before assigning to the appropriate resolver
  • Manage incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels
  • Effectively communicate with the customer, during the lifecycle of a fault/ incident
  • Communicate both proactively and reactively with all users, resolving teams and 3rd parties
  • Ensure all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting
  • Assists with the development and improvement of work instructions, procedures, standards and documentation.
  • Shares knowledge and mentors/assists team members and other peers who are less experienced or knowledgeable in a specific business function.
  • Assists with Root cause analysis and inter departmental reviews


  • Experience within financial services, banking or wealth management
  • Ability to understand and document user requirements
  • Excellent verbal and written communication skills in English
  • Appreciation of Desktop Applications eg office 365
  • Appreciation of the Microsoft platform (SQL server, ...) is an asset
  • Willingness to travel to customer sites within the UK
  • Ability to work alone as well as part of a team

Please only apply if you live in a commutable distance and you do not need sponsorship to work in the UK.

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