Graduate Software Support Analyst

This is a fantastic opportunity for a Graduate Software Support Analyst to join a fast-paced, ambitious and innovative software product company based in Solihull, West Midlands. We have pioneered the development of software products for the last decade and have established ourselves as a leading creator of world class solutions including our Active Dashboards reporting solution. Our software products are distributed in the UK and Internationally through a network of distribution partners.

Job Title - Graduate Software Support Analyst
Location - Solihull, West Midlands
Salary - Competitive

As the Graduate Software Support Analyst your duties and responsibilities will include:

Key Responsibilities:

The role primarily involves handling technical enquiries from our existing clients and partners. You will be responsible for first line and second line technical support with dealing with all enquiries including answering the telephone and checking emails sent through to the support team, ensuring they are logged into our help desk system. This aspect of the position provides an effective method for rapidly acquiring an in-depth understanding of our solutions and the way in which they are used. This also provides exposure to handling requests for introducing new features or enhancements. You will also be able to demonstrate good problem solving skills and follow through enquiries to resolution with clients.

Other duties:

Support all IT hardware, software, and production based systems within a very fast-paced and demanding environment
Gathering data to identify and fix a variety of system/business related problems.
Contribute to the development and future of the IT function.
Identifying ways of improving service provided to clients, and reduce the demands on the Support Team and identify the areas impacted by systems change.
Responsible for support of the IT infrastructure including to developing and testing disaster recovery plans
Ensure that the infrastructure is developed and maintained and that preventative actions are carried out within acceptable timescales.
Producing documentation according to business requirements and storing information in accordance with company standards.
Management of Backup, Antivirus, Proxy and windows update systems.
Exchange and Active Directory management.

The successful candidate will be educated to degree level, within a relevant IT discipline ideally with awareness of Microsoft product development tools and languages allowing them to actively resolve issues. You will need to exhibit a high level of analytical, technical and communication skills along with the ability to positively react to the demands of a fast-paced environment which is constantly developing.

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