First Line Support Analyst

£20,000 - £25,000 Dependant on experience

About the role

We are currently recruiting for a First Line Support Analyst to join an established successful team based in Chester.  You will be a team player looking to join an innovative market leading company who deliver class leading software solutions to the holiday park industry, looking to constantly deliver and innovate the solution you will be instrumental to the development of the solution and service offered. You will be customer focussed, an excellent communicator and trainer who can build with ease relationships both internally and externally.

Job Purpose:

Provide telephone and email support for our ParcVu applications. Monitor the various help desk feeds and allocate work items to the relevant project managers. Maintain and enhance various Wiki’s, training guides, and support pages. Create instructional video guides for core application processes. Proactively implement processes to reduce the number of support calls.

Specific responsibilities:

• Diagnosing live support issues
• Training end users how to set up and use new features
• Liaising with customers regarding the progress of tasks
• Provide detailed answers and instructions via email
• Update training documents
• Enhance internal process guides
• Testing of new functionality within the ParcVu application

Key technical skills and knowledge:

The role will involve the application in the following technology, skills and knowledge:

• ParcVu Application
• Knowledge of the leisure industry working practices
• Microsoft Office products
• SQL Management Studio
• Crystal Reports

General skills:

• Excellent attention to detail
• Excellent communication skills
• Ability to manage time effectively

Benefits:

• Annual Salary review
• Annual discretionary bonus dependent on company performance
• Appropriate training
• 25 days annual leave

The company is an equal opportunities employer and believes in paying competitive industry rates based on experience and qualifications.

All positions are salaried and permanent. We are looking for a self-motivated, determined individual who will fit into our enthusiastic team and grow with our business.

The company ethos is relaxed and friendly although we do expect the highest standards. Often working to agreed (and tight) deadlines, you must have an appreciation of the commercial realities of our market sector. Occasionally we may expect just that little bit extra but we do reward success generously.

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