Senior Support Analyst - ProSuite

OneAdvanced; Birmingham; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading business software provider in Birmingham is seeking an experienced Senior Support Analyst to join their Education service desk team. You will provide excellent MIS technical support, escalations to the 1st line Service Desk, and ensure exceptional customer satisfaction. The ideal candidate will possess strong troubleshooting skills in various IT systems and ProSuite knowledge. This role is primarily home-based with monthly on-site collaboration.

Benefits

26 days annual leave plus public holidays.

Free confidential counselling 24/7.

Development programmes from Future Managers to Leadership Training.

Performance bonus scheme.

Pension scheme with 5% matched contribution.

Qualifications

• Ability to troubleshoot issues across networking, desktop, mobile IT infrastructure.
• Excellent knowledge of ProSuite primarily ProSolution MIS.
• Experience in coordinating issue resolution to service levels.

Responsibilities

• Provide technical escalation route to 1st line Service Desk.
• Troubleshoot tickets and liaise with users until resolution.
• Contribute to creating/updating runbooks and knowledge base.

Skills

Troubleshooting across IT infrastructure Education systems

Excellent knowledge of ProSuite

Good knowledge of ILR and Further Education processes

Experience with issue resolution coordination

Self-organisation and workload prioritisation

Excellent communication skills

Proactive self-development

Job description

Role Introduction

We are looking for an experienced ProSuite user to join our Education service desk team provide support to our Further Education ProSuite customers and act as an escalation point for the wider team. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service.

The successful candidate will maintain a focus providing an excellent level of Management Information System (MIS) technical support and ensuring technical skills are developed in the team you work within to increase our ability to resolve support requests during the first interaction with the customer.

This role is a flexible working role that is primarily home-based, with our Birmingham HQ serving as the official location. Team members typically attend on-site once per month for collaboration and connection.

What You Will Do

• As a Senior Support Analyst you will provide a technical escalation route to our 1st line Service Desk and client-site based operations.
• Troubleshooting challenging tickets and liaising with users until resolution is achieved, or escalating as appropriate, retaining ownership throughout the lifecycle of the ticket.
• Contributing to a shift left, creating / updatingrunbooks and knowledge base articles, and providing training, where needed.
• Working with resolver teams across our business on problem tickets in our ITSM platform.
• Ensuringtimely resolutionof incidents in line with Service Level Agreements (SLAs).
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

What You Will Have

• As a Senior Support Analyst, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure Education systems using a methodical and logical approach.
• Excellent knowledge of ProSuite primarily ProSolution MIS
• Good knowledge of ILR and Further Education processes
• Experience in the co-ordination of issue resolutionto agreed service levels and targets
• The ability toself-organiseandprioritiseworkload
• Excellent communication and inter-personal skills
• A proactive approach to self-development

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme– Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth- Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes– From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus– Our Group-wide bonus scheme enables you to reap the rewards of your success
• Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. We also offer a range of external training opportunities including apprenticeship.

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme– Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent– Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of workand, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here