Technical Support Analyst (Exeter, UK)

Parking; Exeter; On-site; GBP 21,000 - 27,000; Full time

Job summary

Parking in Exeter is seeking a Technical Support Analyst to be the first point of contact for clients, handling phone and email/helpdesk inquiries. You will learn the products, troubleshoot basic issues, and coordinate with 2nd line support for complex cases.

Ideal candidates will have great customer service skills, a passion for IT, and the ability to explain technical concepts clearly to non-technical users. Training is provided, with a supportive team in a fast-paced environment.

Qualifications

• Great customer service skills and attention to detail.
• A passion for IT.
• Excited and ready to learn, continually improving knowledge.
• Excellent verbal and written communication and listening skills.
• Ability to explain technical concepts to non-technical users.
• Able to work independently and in a fast-paced team environment.
• Previous IT experience is a bonus but not required; training provided.

Responsibilities

• Grow an in-depth understanding of the products offered.
• Assist clients with general enquiries, questions and service requests.
• Develop troubleshooting skills to identify, replicate, diagnose, and resolve issues.
• Work with 2nd line Technical Support to resolve more complex cases.
• Keep clients updated on progress and timelines.
• Be the first point of contact for clients via phone and email/helpdesk.

Skills

Customer service

IT enthusiasm

Learning mindset

Communication

Tech explanation

Team player

Job description

As a Technical Support team member, you will:

• grow an in-depth understanding of the products we offer
• Assist clients with general enquiries, questions and service requests.
• Develop troubleshooting skills to be able to identify, replicate, diagnose, and resolve technical issues within a variety of systems.
• Work with our 2nd line Technical Support to resolve more complex cases
• Ensure clients are kept up to date with progress and timelines
• Being part of the 1st line Technical Support Analysts, you will be the first point of contact for clients, building friendly and trusting relationships both via phone and email/helpdesk environment.

Working Monday to Friday as standard, with evening and weekend to cover urgent issues on a rota basis

Skills

• Great customer service skills and attention to detail
• A passion for IT
• Excited and ready to learn, looking to continually improve your knowledge
• Excellent communication and listening skills, both verbal and written
• Ability to explain technical concepts to non-technical users
• Happy to work independently, as well as in a team in a fast pace environment
• Previous experience in an IT role is a bonus, but is not required for this role as full training will be provided. If you don’t have previous IT experience, the qualities above should still be able to be shown in non-IT specific examples.