Support Analyst

Aberdeen, Scotland
03 Oct 2016
31 Oct 2016
Recruitment Genius Ltd
Contract Type
Full Time
This is an opportunity to join an integrated consulting and software company who provide economic and planning solutions and services to the upstream oil and gas industry. They are a truly international team, with offices in the UK, US, Canada, Australia, India, South America and Singapore.

This role would ideally suit a Graduate looking to start their career, or someone who has had 1-3 years' Support experience looking for a fresh challenge.

Their Support Team is not just a software help desk. Support Analysts engage in deep problem solving, primarily related to their industry leading software products. Their diverse products require domain expertise in reserves management, economic analysis, financial forecasting and portfolio management. The majority of cases involve critical thinking and good understanding of the business problem that is to be solved.

The main responsibilities of a Support Analyst include the following:

- First point of contact for responding to internal and external support queries, providing exceptional support over both telephone and email channels.
- Remotely connect to users' computers to determine minimal reproduction steps, solving if possible or providing concise details to development for further analysis and resolution.
- Appropriately prioritise cases and escalate those of high urgency to the Support Manager.
- Ensure protocol is followed according to their support policy which includes logging all cases in their ticketing system and respecting SLA response and resolution times.
- Foster client relationships that arise from support interactions.
- Improve products and processes by identifying reoccurring problems that are reported.
- Contribute articles to the technical knowledge base.

Key Skills

- Background in a technical discipline such as Computer Science, Engineering, Economics, Maths, or Physics is preferred.
- Experience supporting commercially released Windows based software/applications would be an advantage.
- Familiarity with any of Excel, VBA, VB.Net, SQL and RDBMSs such as Microsoft SQL Server.
- Passion for problem solving.
- Ability to communicate effectively with both non-technical users and highly technical users.
- Ability to prioritise and balance multiple tasks.
- Willingness to research and figure out complex software systems.
- Desire to improve efficiency.

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