Support Analyst

Overview

We are seeking a highly motivated and analytical Interim Support Analyst to join our EMEIA team. This pivotal role involves providing technical support, diagnosing issues, and driving improvements across our systems and processes. You will be instrumental in ensuring the smooth operation of our services by effectively managing support tickets, collaborating with various teams, and identifying opportunities for enhancement. This is an excellent opportunity for an experienced professional to make a significant impact within a dynamic and global environment.

Key Responsibilities:

• Monitor and manage incoming support tickets within the dedicated Support inbox.
• Accurately assign regional and local support tickets to the appropriate workgroups for resolution.
• Take direct action on tickets requiring central team involvement or escalation, ensuring timely progression.
• Conduct thorough diagnosis of reported issues, often requiring investigation across multiple systems to verify problems and determine corrective actions.
• Escalate complex or critical issues to the appropriate internal teams, adhering to established systems and processes for efficient resolution.
• Proactively analyse support tickets to identify common issues, assess their impact, and help prioritise fixes.
• Identify and propose opportunities for improvements to existing systems and/or processes to alleviate or eliminate significant recurring issues.

Required Skills:

• Strong analytical and problem-solving skills with a keen eye for detail.
• Excellent communication skills, capable of interacting effectively with both internal teams and external stakeholders.
• Ability to work comfortably and collaboratively within a team environment.
• Proficiency in SQL is a distinct advantage.

Required Experience:

• Proven experience working on technical projects or in an operational role overseeing technical systems.
• Previous experience in a dedicated support role, managing and resolving user or system issues.
• Prior experience working within our company and familiarity with our internal processes and systems will be a significant advantage.
• Experience working effectively within diverse, dispersed teams across multiple geographical locations is helpful.

This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response, please assume that you have not been selected for progression to the next stage of the hiring process.