Graduate Software Support Analyst
Sittingbourne
Up to £25k DOE
VR/03085JD

This is a fantastic opportunity to join our client's well-established and ever-expanding helpdesk team to provide their user base with the best customer service experience whilst learning databases, writing SQL, creating reports, installing / updating software and providing end user training, and much more!
The main helpdesk duties of the role are:
· Learn the software inside out, back to front and sideways to gain a deep know-how knowledge of every aspect of the software as well as learning about all the other software products provided by our client.
· To provide telephone/email and remote assistance for their end user base
· Log and record all support cases and ensure that they are prioritised
· Ensure that all actions are recorded in the Helpdesk system
· Investigate/problem solve all software issues
· Install software on to hosted Windows Hyper-V servers
· Provide training on how to use the software to end users
· Manage updates to software as new versions are released
· Report bugs and change requests
· Write SQL queries to maintain client databases
· Write and maintain reports that provide end users with statistics
Requirements for the role:
· Good telephone and customer service skills
· Basic knowledge of written SQL and a willingness to learn more in-depth SQL
· Previous technical helpdesk experience is desirable, but any customer service experience would be beneficial
· You will be a motivated, proactive individual who is willing to learn new skills and take on a challenging and diverse role
· Good understanding of supporting a Windows environment including additional hardware such as routers, printers, tablets, and other network devices would be beneficial
· Excellent written, verbal, and problem-solving skills
· Ability to take full technical ownership of ticket(s), request(s), phone call(s) and conduct full and thorough diagnostics or the issue with the end user to enable problem resolution
What you can expect:
· Excellent salary package, negotiable depending on experience
· Salary review after 6-months and 1 year
· Benefits including, (after successful 6-month probation period) Gym membership, private healthcare, and company pension scheme
· Full ‘hands-on’ training of all software products
· Working from home/office hybrid system
· Learning great IT/software skills
· 20 days annual holiday allowance