Application Support Analyst

As a member of our first-class support team you will be based in our Leicestershire offices and be the first point of contact when barristers’ clerks email or telephone our helpdesk, continually striving to deliver an outstanding customer experience.

What you'll be doing

• Answering the telephone in a professional and courteous manner within 2 rings.
• Logging details of each and every telephone support request in Fresh Desk and providing an issue number to callers.
• You will take ownership of and proactively manage issues from inception through resolution, communicating progress with our client at every step of the way, ensuring that at the very least you comply with the SLA and invariably exceed any expectation it sets.
• Maintain detailed logs within Fresh Desk about resolutions you have applied to issues raised.
• Communicate internally to ensure that members of your team are appraised as to any issues that may warrant their appreciation...