Hybrid 1st Line Support Analyst – Nottingham

Altia Solutions Ltd.; Nottingham; Hybrid; GBP 14,000 - 24,000; Full time

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

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.