1st Line Support Analyst

Altia Solutions Ltd.

Nottingham

Hybrid

GBP 14,000 - 24,000

Full time

14 days+

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Benefits offered by this job

Auto-Enrolment Pension

Sick Pay & Income Protection

Life Assurance

Private Health Insurance

Dental Insurance

30 days holiday + bank holidays

Well-being support

Volunteering Scheme

Continual development & training

On-site parking

Strong local transport links

Job summary

Altia Solutions Ltd. is hiring a 1st Line Support Analyst to join our Nottingham office. This full-time role delivers application support to clients, with hybrid working after induction and training.

You will triage, resolve or escalate issues, communicate with clients via phone, email or chat, and strive to meet SLAs/KPIs while contributing to product improvements. Security vetting is required; applicants must have UK residence for 3 consecutive years and provide 5 years' address history.

Qualifications

Strong communication and interpersonal skills.
Good problem-solving ability and attention to detail.
Previous experience in a similar role.
Knowledge of Microsoft 365 packages.
Team player.
Motivated, enthusiastic and adaptable.

Responsibilities

Be a customer focused face of Altia, representing the brand and best customer service.
Assisting clients with enquiries via telephone, email or chat.
Initial triage of all incoming issues from client enquiries.
Gather information to understand use of the platform and troubleshoot issues; resolve or escalate.
Liaise with internal teams to meet client relationship aims.
Resolve issues directly or via escalation while owning the issue.
Meet SLAs and KPIs for the role.
Proactively identify ways to improve products and services.
Identify root causes of complex issues and articulate for resolution.
Other tasks as assigned.

Skills

Communication skills

Problem solving

Experience in similar role

Microsoft 365 knowledge

Team player

Motivated & adaptable

Job description

1st Line Support Analyst

[Full time – 5 days/35 hours per week]

Exciting opportunity for an experienced 1st Line Support Analyst to join a fast-paced high growth PE backed global software provider to deliver crucial support within the Support team.

Our Altia

By being a trusted technology partner, we empower the government, public and private sector with actionable intelligence solutions to combat increasingly complex crimes. Specialising in crime reduction, we help make the world a safer place.

Initially based in the UK, Altia has grown significantly in recent years through expansion of international operations. We currently have a team of around 80 employees, supporting a wide variety of clients globally.

Our clients include law enforcement agencies, government departments and agencies, regulatory & tax authorities and private sector customers – who all trust and rely on our investigation software to help them deliver targeted results. Our solutions significantly save time on investigations and reduce costs in areas such as criminal and civil investigations, fraud and financial investigation, incident and investigation management and a variety of covert fields.

Our experienced team is dedicated to providing our clients with the support and care they need, ensuring they are able to get the most from our ever-evolving specialist investigation software solutions.

The role of 1st Line Support Analyst will be based at our Nottingham office, and you will be working alongside the Support Manager. Whilst we operate a hybrid working policy, you will be expected to attend the office on a regular basis following completion of your induction and training.

Our business is still growing and now is an exciting time to join our friendly and self-motivated team! At Altia we have a common mission and vision that underpins all that we do. We act with honesty, integrity and mutual respect towards our customers and one another, working as one team. Our commitment to this is showcased through our achievement of the globally recognised Great Place to Work certification. We embrace challenge in order to ensure the most innovative and relevant solutions are developed, always with the end customer in mind.

Please note that the successful candidate will be required to be security vetted. For this reason, you must have been in UK residence for 3 continuous years prior to employment and provide proof of address for the previous 5 years.

The Role

1st Line Support Analyst provides application support to our clients. Monitoring and handling of application related service calls dependent upon priorities assigned by the management team.

Key Responsibilities:

Be a customer focused face of Altia, representing the brand and best customer service.
Assisting clients with their enquiries via telephone, email or chat.
Initial Triage of all incoming issues arising from client enquiries.
Gather relevant information to understand how customers and their businesses use our platform in order to understand and troubleshoot their issues. Resolving where possible or managing the escalation process.
Liaise internally with all levels of the business, actively communicating with customers and internal teams to ensure all the aims of the client relationship are met.
Resolution of issues either directly or by escalation to alternate technical resource whilst retaining ownership of the issue.
Meeting the SLA’s and KPI’s setup to the role.
Pro-actively identifying ways of improving the products and services we deliver.
Ability to problem solve and work dynamically for the good of the business and its clients.
Be able to identify the root cause of complex issues and to be able to articulate them in order to progress towards resolution.
Other appropriate tasks that may be assigned from time to time by the reporting manager.