Product Support Analyst

Job description

Using our unrivalled expertise and experience, our clients have been able to harness the potential of IT to automate processes, improve efficiency and implement new features and tools to enhance service quality and productivity. Our unparalleled ability to integrate new tools and create new solutions in the Ivanti platform makes us the natural choice for organisations looking for IT Service Management that provides real value for the whole business.

We pride ourselves on our Customer-Centric approach, with consultants working closely with clients, ensuring our solutions are adapted to the specific needs of their business and deliver value to the organisation.


The Role

If you are looking to kick start your career in IT, have a passion for IT, have an interest in troubleshooting and have excellent communication skills, then this role could be ideal for you.

Sollertis is looking to recruit an Application Support Analyst with a view towards developing the candidate into a more senior role within our Software Development division; this role is ideal for someone looking for good career progression.

We seek an enthusiastic and customer-oriented Application Support Analyst to join our Product Development team. This is an exciting opportunity for a career-hungry candidate.

  • You will be tasked with supporting our internal and external customers on our in-house developed chatbot

  • You will work collaboratively with colleagues across development and services teams to ensure we meet our goal of customer success excellence

The role will begin with basic responsibilities and evolve into one where you take full responsibility for the following tasks.

  • Being the first point of contact for all incidents/requests via email and phone calls

  • Escalating issues where appropriate

  • Always provide efficient and professional customer support

  • Perform and maintain daily system checks

  • Updating IT records and documentation

  • Form part of the Product QA team

  • Design and implement proof of concepts and demo systems

  • Any other tasks deemed relevant for the role

Key Skills

If you want to turn your passion for IT into a career, this could be your ideal role. Whilst you do not need formal IT experience, you will need a genuine interest in IT and technology to succeed as an Application Support Analyst. We ask that you have the below skill set to apply for this role.

  • Knowledge of office software (Word, Excel, Outlook etc.)

  • Strong data manipulation and Microsoft Excel skills

  • Enjoy developing software solutions.

  • Good communication skills at all levels

  • Strong documentation skills

  • Ability to work quickly and accurately to meet tight timescales.

  • Ability to take a methodical approach to system analysis and data structuring activities.

Desired Skills

  • BTEC L3 in IT or equivalent will be beneficial.

  • English and Maths GCSE (Grade C/4 or above)