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Support Analyst

In or around this area

London

Job reference

54321

Salary

up to £40000 per annum

Job Description

Support Analyst

Job posted by: Dominik Kostecki

We are looking for a Support Analyst to our internal partner - Eclipse Group Solutions. Eclipse is a software house providing e-commerce experience to their clients in UK. The new Analyst will join 3 people team.

Ecommerce Operations are the team responsible for keeping customers ecommerce websites transacting.
Key activities are to monitor and analyse systems to prevent issues from occurring that would impact website customers or business users.

The job involves designing and using state of the art cloud technology to build dashboards and monitoring solutions that provide up to the minute views of key system performance to prevent them from occurring in the first place, but when things do go wrong to aid in troubleshooting and restoring service as quickly as possible.

Other key aspects are the analysis and manipulation of data to help product and merchandising teams to enrich the content of the website and support sales activity.

If you are looking for new position or want to get your first work experience in IT sector, apply for this role.

Location: 100% Remote or can be office based (London, Manchester, Hurley, Ashford)

Salary: 25k - 40k perm contract

Key technologies in use - Dynatrace, Grafana, SiteSpeed, Kubernetes, AWS, Terraform, Docker, AWS Commerce, Adobe Commerce, Java, Python, SQL, JIRA.

KEY TASKS:

  • To use the Service Desk Tool to carry out day to day activities.
  • Keep all ticket records up to date with full details of all actions taken in order to ensure the ticket can be addressed by any team member at any time during its lifecycle.
  • To keep the customer informed at all stages throughout the life of their ticket.
  • Identify and apply appropriate action to resolve tickets, requesting assistance or escalation where needed.
  • Be flexible in your approach to covering all shifts between the hours of 8am & 6pm.
  • Ensure all customer documentation is maintained accurately and in the correct corporate repositories
  • Undertake any other work within reasonable remit as requested by the Service Desk Manager
  • Cooperate with the team with Devops

REQUIREMENTS

  • Good solving problem skills
  • Analytical skills
  • Good understanding of SQL
  • Familiar with ITIL (nice to have)
  • Enthusiasm for continual learning
  • Very good communication skills
  • Experience in customer service (nice to have)

WHAT WE CAN OFFER:

  • Perm contract
  • Possibility to develop in e-commerce sector
  • You can get your first work experience in IT
  • Paid overtime
  • Training package
  • Work in friendly global environment

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