As a software vendor, our clients require support for the product and its use, and they expect high quality responses and resolutions. The Support Analyst oversees the non-specialist aspects of delivery, supporting application analysts, product specialists and a wider development team in meeting our clients’ expectations. The role is unique in the business giving the right individual the opportunity to own and drive the service, influence change, set an agenda with our clients, and become a key player at Eurobase. The role holder will enjoy both reactive ticket-based support work and the analysis and planning necessary to keep support running. From this position, there may be future opportunities to deepen or widen the role or to explore varying career paths including service management, infrastructure/DBA technical, applications, management information, software development and projects
The Support Analyst is responsible for the day-to-day satisfaction of our clients. Clients want assurance that Eurobase is aware of their issues, business drivers and plans and to know that we will react accordingly. This role acts as our eyes & ears to keep us aware of client needs through the ticketing system and as our first responder when we need to do more. The Support Analyst will orchestrate the daily, weekly, monthly, quarterly and annual cycles of work and run our client release schedule. The Support Analyst reports to the Client Support and Managed Services Manager who has accountability for the wider Support function and who will take escalations, sponsor initiatives to Operations Board and shape the team to meet Eurobase’ overall objectives.
Specific Duties and Responsibilities
Essential and/or Desirable Skills
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