Are you customer-focused and technically savvy? We have an incredible opportunity for you!

We’re looking for someone to join our iSAMS Technical Support team, working with a fantastic group of analysts to deliver top-notch second-line technical application support to our valued customers. If you thrive on providing high-quality service and enjoy solving technical problems, this role is perfect for you.


What will you be doing?

As a Technical Support Analyst, you’ll play a crucial role in ensuring our customers receive prompt and effective support. Here’s what your day-to-day will look like:

  • Service Desk Management: Monitor our Service Desk logging system (Zendesk), ensuring all incidents and requests are resolved or triaged within SLAs and KPIs.
  • Incident Resolution: Use remote access technology, knowledge sources, and diagnostic tools to resolve issues or escalate them to other teams or third-party suppliers.
  • Call Flow Monitoring: Keep an eye on call flow and alert the relevant team when there are high volumes.
  • Repetitive Incident Identification: Spot and report repetitive incidents to the relevant team with precise and accurate information.
  • Support and Training: Assist Customer Support Analysts with quick and effective problem resolutions through support, guidance, escalation, or training.
  • Client Interaction: Handle non-technical ‘How To’ queries and maintain accurate client information in the Service Desk logging system.
  • Continuous Improvement: Participate in team projects that enhance the quality and efficiency of our support service, and keep our internal procedures up to date.
  • Knowledge Sharing: Maintain a good understanding of the iSAMS product and stay informed about system developments.
  • Training: Train new and existing iSAMS team members on using our system.


What are we looking for?

To be successful in this role, you’ll need:

  • Experience: Previous experience in a Service Desk/Helpdesk/Support environment at the 2nd line level, including incident management and working within SLAs.
  • Technical Skills: Solid knowledge of SQL using MS SQL Management Studio, experience in debugging web-based applications, and preferably coding in ASP.NET (C#).
  • IT Knowledge: Some understanding of IT systems, network configuration, major applications, and desktop support.


But it’s not just about technical expertise. We’re looking for someone who is:

  • Detail-oriented and has strong analytical skills.
  • A strong communicator, both written and verbal.
  • A self-motivated team player who can work with little supervision.
  • Organised and able to adapt to changing priorities with a flexible, ‘can do’ attitude.
  • Willing to learn on the job and continuously improve.


Please Note: We may close applications early if we receive a high volume of interest. If you're ready to take on this exciting journey and make a real impact, submit your application today!

Salary: Competitive plus bonus
Location: UK Remote

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