IT SUPPORT ANALYST

Posted on November 25, 2016 · Posted in ENGINEERING

Responsibilities include:

  • Develop a deep understanding of both the functional and technical aspects of the Real Estate & Workplace Solutions (RE&WS) product suite
  • Thoroughly test client issues to recreate and assist in determining root cause
  • Using Salesforce tool, track and resolve client issues in a timely manner following appropriate Support procedures
  • Actively monitor issues to ensure they are resolved within clients’ Service Level Agreements
  • Attend client status meetings to review open issues
  • Effectively and proactively manage client expectations
  • Foster positive relationships with clients to ensure client retention
  • Clearly document issue resolutions and confirm client understanding for closure of support cases
  • Perform and participate in on-going system training and knowledge transfer with internal personnel across departments
  • Actively participate in Transition to Support meetings to ensure successful knowledge transfer from implementation to support
  • Log, test, track, coordinate deployment activities, and perform system testing as needed to achieve a successful upgrade
  • Approach all circumstances and interactions in a professional manner
  • Adhere to all internal policies and procedures as required by the RE&WS Information Security Management System (ISMS) as part of the ISO27001 standard

Requirements:

  • BA/BS in Business or Computer Science or equivalent experience
  • Proven experience in researching and resolving client issues
  • Software testing and troubleshooting experience
  • Service oriented
  • Interpersonal skills coupled with the ability to work across departmental boundaries
  • Excellent written and oral communication skills
  • Excellent analytical skills
  • Ability to work (individually and as part of a team) in a fast-paced environment, work on multiple projects, multi-task, define deliverables, and meet established deadlines
  • Professional image and appearance
  • Must be fluent in English

Preferences:

  • Knowledge of SQL and relational database structure
  • Technically proficient
  • Real estate, facility management, or capital/project management knowledge and experience

Minimum required language knowledge (speaking+writing):

  • English

Job Location:                 London
Job Reference:               14909
Job Type:                         
Perm
Job Rate/Salary:          
£27000