Group IT Customer Solutions Analyst

£28k plus Benefits

Hybrid - 3 days in office per week.

Hatfield, Hertfordshire

An exciting opportunity has arisen for an IT Customer Solutions Analyst within our Group IT Team. In this role you will be providing front line technical support and solutions to internal and external product stakeholders.

You will be expected to assist with client onboarding, technical issue resolution via support channels, and ensure the smooth operation of customer facing applications and services.

You will work closely with internal departments and stakeholders, within and outside of Group IT, to ensure seamless service delivery for our clients. As the ideal candidate you will be passionate about ensuring clients have the best possible experience, a keen interest in IT, excellent written and verbal communication skills, and a proactive approach to learning and problem-solving.

Principal Responsibilities:

• Client Onboarding Support: Assist in onboarding new clients onto our customer facing applications and services, capturing their requirements and ensuring they are set up correctly through managing complex application configuration and providing written, online and in-person training in how to use our systems.
  
• Technical Support: Provide first-line support for technical and account issues, triaging tickets based on urgency and impact, setting clear priorities and escalating more complex problems to senior team members to ensure critical issues are addressed promptly. Work to become a product expert through continuous learning and engagement with our development teams and system users.
  
• Customer Advocacy: Act as a point of contact for internal and external clients, gathering feedback and ensuring their needs are communicated to the IT team by raising detailed development tasks and bug tickets, assisting in prioritisation of the development pipeline and communicating timelines and progress to our clients.
  
• Documentation: Maintain accurate records of client interactions, technical issues, and solutions provided, as well as expanding and maintaining our service documentation and public knowledge base through guides, walkthroughs and recorded demonstrations. Aid in the advancement of our support infrastructure and suggest improvements in our processes.
  
• Project Support: Assist our development and QA team in the testing of our releases, ensuring they meet client expectations and business objectives. Assist with identification, recording and publicising of new feature requests through our Ideas portal. Support as needed within the team to ensure the success of projects and support requirements.
  
• Communication: Provide regular updates internally on the status of tasks and feedback updates, timelines and queries to our clients to ensure a high standard of customer care.
  
  Person Specification & Key Skills:
  
• Education: A degree in IT, Computer Science, or a related field is preferred but not essential.
  
• Experience: Equivalent of 2 years or more experience in a customer service or technical support role is advantageous.
  
• Technical Aptitude: Basic understanding of IT systems and cloud technologies. Basic SQL knowledge is a bonus. Willingness to learn and develop technical skills.
  
• Analytical Skills: Ability to troubleshoot and document technical or user issues with a high degree of accuracy and attention to detail.
  
• Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users and break complex processes down to step-by-step instructions.
  
• Results Driven: Flexible, versatile, and adaptable with an ability to work under pressure with a commitment to deadlines.
  
• Team Player: Ability to work collaboratively with team members and build strong relationships with internal and external users.
  
• Customer Service: Strong customer service skills with a focus on client satisfaction.
  
• Organisational Skills: Ability to manage multiple tasks and priorities effectively. Experience with project and ticket management tools preferred. Adherence to Company Standards
  
• Information Security You will be responsible for upholding Company Information Security standards in accordance with ISO 27001This involves maintaining the confidentiality, integrity, and availability of company data and systems.
  
• Policy compliance - you are responsible for adhering to the guidance set out in our key policies Data Protection, Anti Bribery, Bullying and Harassment, Sickness reporting, Completion of Mandatory Training:
  
• You will be required to complete all mandatory training modules as designated by the Company, utilising any Learning Management System (LMS) specified. This training is essential to ensure compliance with regulatory requirements such as information security, promote a safe and healthy work environment, and enhance your skills and knowledge relevant to your role.
  
• Training must be completed annually upon notification from the designated LMS platform.
  
  Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
  
  By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.
  
  Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.
  
  Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position