Senior Support Analyst
Having started up in 1999, Ibuildings now employs over 70 staff in the UK, and have operations in The Netherlands, totalling over 100 employees across the group. We are Web Application Development professionals, specialising in Open Source technologies.
We are now looking to add a senior helpdesk support analyst to our 24/7 Support Centre, due to continued business growth.
As senior helpdesk support analyst, your responsibility is to provide first and second line helpdesk support in a fast-paced environment to external customers, assisting them with their web-based applications via phone, email or call logging system.
Duties and responsibilities
- Provide 1st line technical support; answering support queries via phone and e-mail and resolving incidents
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Log all calls on the call logging system (JIRA)
- Take ownership of incidents from creation to resolution
- Provide proactive support, highlighting ongoing issues and working to a resolution
- Maintain a log of all incidents and problems detected
- Allocate more complex calls to the relevant IT team
- Carry out paid out of hours support on a rota basis
- Assist in setting up news users on internal systems and handling internal user queries
- Provide cover as team lead when required
- Manage client expectations
Skills/Attributes Required
- Strong knowledge of PHP, Magento, MySQL and Apache
- Degree-level education in an IT related discipline
- Incident and Problem Management experience
- Previous Helpdesk (telephone support) experience
- Excellent telephone manner
- Experience of dealing with external clients
- Experience of using call logging software
- Experience in SLA creation and reporting on metrics
- Able to regularly commute to our office in Central London and eligible to work in the UK
Skills/Attributes Desired
- Basic understanding of PC hardware set-up and configuration
- Basic network knowledge
- Previous team lead experience
- ITIL certification
- Zend Framework certification
- Previous development experience
- JAVA
What We Offer
You have an amazing opportunity to join an exciting and dynamic company, working with some of the leading lights of the open source industry. Our employees value the flexible working environment and the chance to develop their skills on a wide variety of interesting projects.
Your salary will start in the range £25,000 to £35,000, dependent on your experience. We'll provide you with the latest tools to help you do your job (Mac/PC/Linux/whatever you feel comfortable with). Our technical staff receive regular training (up to 5 days/year) and are encouraged to attend PHP/open source conferences (up to 5 days/year). You'll also benefit from eligibility to join our company BUPA scheme (after one year's service), childcare vouchers (from day one) and free eye tests.
We have a relaxed dress code at the office and operate a flexible working hours policy.
Interested?
If you are interested in this position at Ibuildings, please send your resume, your salary expectations, and your current employment status (with details of necessary notice period, if relevant) to:
Email: careers@ibuildings.com
Ibuildings UK Ltd
Castlewood House
77-91 New Oxford Street
London WC1A 1DG
No agencies, please. All communications will be treated as confidential.