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    Digital Support Analyst - Bristol, United Kingdom - Unite Students

    Unite Students
    Unite Students Bristol, United Kingdom

    Found in: Talent UK C2 - 1 day ago

    Default job background
    Permanent
    Description

    The role

    enables the team to provide excellent customer service to our customers and business users of our strategic systems, by effectively triaging and responding to issues, providing system and business process knowledge.

    The Digital Support Lead reports to the IT Service Desk Lead within the IT department.

    What You`ll Be Doing

  • Provide 1stlevel end-user support for our digital systems, working to resolve the issues alongside our developers, testers and 3rd party support partners.
  • Moderate our chat and communities feature on the customer facing app.
  • Engage directly with customers via email or social media, other teams within the business to contribute to the identification of trends to ascertain faults and support the development process for potential improvements to Unites digital systems.
  • Ensure all support tickets are tracked and managed effectively, responding within agreed SLA targets in a professional and courteous manner.
  • Responsible for managing the queues within the team`s ticketing solution.
  • Follow Unite`s change process to promote fixes and changes in line with business priorities and the team work load.
  • Develop excellent working relationships with customers and colleagues through strong interpersonal skills and an ability to work with diverse groups of people.
  • Provide support to the business, sharing knowledge with the users and effectively triaging issues, identifying between critical and non-critical issues across all modules.
  • Identify themes and feed this information through to the 2nd and 3rd line analysts.
  • Find workarounds for the users during bug fixes.
  • Balance and prioritise tasks between project support and business as usual.
  • Upskill in other areas of the IT Service Desk.

    • What We`re Looking for in You

  • Knowledge of software development processes
  • Experience of User Acceptance Testing processes
  • Experience of supporting and delivering IT change and IT projects
  • Leadership skills and ability to effectively prioritise
  • Ability to liaise comfortably with key stakeholders
  • Ability to work in a team and on own initiative
  • Good time management skills
  • Strong customer service Skills
  • Excellent verbal and written communication skills
  • Initiative and Problem-Solving
  • Experience of using a call logging system desirable
  • Basic understanding of General Data Protection Regulations and experience of developing and maintaining a team environment where personal data is kept protected, confidential and secure

    • What You`ll Get in Return

  • An annual bonus so you can share in the company`s success
  • 25 days` paid holiday
  • Pension - based on how much you save, we`ll contribute 1% more
  • Flexible working opportunities
  • Shared Parental Leave - 18 weeks full pay
  • Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more
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