THE ROLE:The Support Analyst will work on a hybrid model with 2-3 days attendance in our Theale office and have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.HOW YOU WILL CONTRIBUTE:Analyse, understand, and reproduce situations existing within our productsDefine and request configuration and code solutionsDeliver high quality technical directivesFollow-up, resolve or escalate of cases using ITIL proceduresTrack, describe and update the cases in our ITSM management systemCommunicate clearly with the different internal, third party and client teamsManage multiple cases in parallelBe part of the 24/7 OnCall rota/hybrid role with 2-3 days in Theale officeQUALIFICATIONS:Formal Education & CertificationUniversity Degree in IT or equivalent such as Engineering school and between 2 to 4 years' experience in a similar role.Knowledge & ExperienceExperience with Linux machine operating systemsExperience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes.
ITIL 4 foundation certification would be a plus.Experience with Knowledge base management using KCS methodologyProficiency of SQL queriesKnowledge of Fintech environment would be an advantagePersonal AttributesProven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environmentTo be rigorous, methodical, and organisedSense of responsibility appropriate to the banking industryExceptional oral and written communication skillsHighly self-motivated and directed.Multi-tasking abilitiesLanguagesIt is required to be fluent in English.
Any other languages will be a plus.Only the applications matching the required skills will be taken into considerationWe welcome talent at all career stages and are dedicated to understanding and supporting additional needs.
We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.