Current Vacancies…

Support Analyst

We’re looking for enthusiastic and confident problem solvers to join our expanding application support team based in Lincoln. You’ll provide inbound support to customers via phone, chat and email – quickly establishing the cause of the issues through appropriate questions and enabling solutions as swiftly as possible – whilst at-all-times delivering a high level of diplomacy and customer care.

Salary range: £16,500 – £18,000 per annum

Working hours: We work a few different shifts (8.00am – 4.45pm, 8.30am – 5.15pm and 9.15am – 6.00pm) to support our customers. We’ll do our best to assign you a preferred shift, although we need some flexibility from you to make sure we’re resourced effectively.

Contract: Permanent

Start date: Immediate

Location: Lincoln

Additional benefits: Pension, Private healthcare insurance

What will I be doing?

• Providing direct end user support via telephone, email and chat, ensuring all interactions are recorded in our support ticketing system (Zendesk)
• Categorising tickets, ensuring issues are clearly documented and required support succinctly summarised
• Managing your own ticket queue, taking ownership of issues and ensuring adherence to our support SLAs
• Escalating support tickets promptly where you’re unable to resolve
• Performing SQL updates to resolve client data issues and creating bespoke reports
• Communicating professionally with customers and internal teams
• Supporting the wider team in achieving high customer satisfaction

What do you need from me?

• Excellent all-round IT skills
• Great communication skills, oral and written
• A true ‘people person’ with an awesome approach to customer service (particularly with high profile customer groups)
• Super problem-solving abilities and an analytical mind
• Excellent workload management and work prioritisation skills

Although not essential, the following are desirable for the role:

• Previous experience providing software support
• GCSE grade A-C in Math and English and/or experience with related technologies

And in return…

We will offer continuous professional development through training courses, self-study and on the job training; actively encouraging you to share new ideas, new technologies and solutions. 20 days annual leave – increasing with service – plus bank holidays, private healthcare insurance, cycle-to-work scheme and employee engagement perks throughout the year.

Application requirements

Please supply a covering letter and CV with your application.

Project Analyst

Are you an ambitious problem solver, with outstanding customer service and communication skills, coupled with a technical mindset? A pro-active individual who is capable of juggling multiple projects at any given time? If so, an excellent opportunity has arisen to join our growing Projects Team.

Salary: £17,000 – £20,000

Contract: Permanent

Start Date: Immediate

Location: Lincoln and Customer Sites

Working Hours: Full time

What will I be doing?

As Project Analyst, you will be working within a dedicated team environment, planning, managing, training and implementing customer projects under your own initiative.  Duties will include, although not be limited to:

• Providing support to the Project Department Manager and team, raising any risks or deviations where appropriate
• Ensure all set KPIs are consistently met as advised by the Project Department Manager
• Organising, attending and participating in project meetings and taking minutes as required
• Assigning tasks, maintaining diaries and managing budgets
• Raising support requests, prioritising jobs, monitoring progress and updating users
• Ensuring project deadlines are met within the agreed service level agreements
• Design, develop and implement interfaces – including testing, training and documentation
• Support internal colleagues during test phases of development
• Develop and maintain 3rd party relationships
• Adhere to IT policies and procedures
• To carry out any other ad-hoc duties as requested by senior management.

What do you need from me?

• Superb problem solving and organisation skills, with ability to effectively prioritise work methodically and in a timely manner
• Strong interpersonal skills, with the ability to communicate at all levels
• Self-motivation with ability to work on your own initiative and as part of a team where appropriate
• Comprehensive IT skills with a willingness to learn
• Flexibility to travel and overnight stay
• Full Driving licence or commitment to pass licence within the first 12 months of employment

Although not essential, the following are desirable for the role:

• Proven experience providing first line support / coordinating projects in a technical / system support analyst role
• Previous knowledge of project planning software

And in return…

We will offer continuous professional development through training courses, self-study and on the job training; actively encouraging you to share new ideas, new technologies and solutions. 20 days annual leave – increasing with service – plus bank holidays, private healthcare insurance, cycle-to-work scheme and employee engagement perks throughout the year.

Application requirements

Please supply a covering letter and CV with your application.