System Support Analyst

About Our Client

Our Client operates within the IT sector, providing innovative solutions and support services to various industries. They are committed to delivering exceptional customer experiences through tailored IT solutions and seamless communication.

Role Overview

We are seeking a System Support Analyst to join the Customer Support Team. This role focuses on resolving technical issues promptly and enhancing the overall customer support experience. The ideal candidate will work closely with senior team members, refining internal processes and fostering seamless communication with clients.

Key Responsibilities

• Provide Client Support: Deliver prompt and effective support to clients as per agreed service levels.
• Team Collaboration: Actively participate in daily team operations and work alongside senior members to identify and meet IT and communication needs.
• Issue Escalation: Ensure the timely escalation and resolution of issues in line with company processes, guaranteeing client satisfaction.
• Documentation: Maintain accurate documentation of client solutions, including updates and changes made.
• Client Relationship Management: Develop and nurture strong client relationships to foster repeat business and uncover potential sales leads.
• System Maintenance: Configure, maintain, and upgrade solutions under the guidance of senior team members.
• Solution Implementation: Use productivity tools to implement and maintain recommended solutions.
• Business Requirements Assessment: Assist in assessing and documenting business and functional requirements for client solutions.
• Solution Validation: Support the validation and testing of implemented solutions to ensure they meet client expectations.
• User Training: Assist in creating training materials and delivering user training for systems and solutions.
• Data Management: Help in data extraction, manipulation, and presentation using available platforms.
• Commercial Support: Assist in commercial bids and activities.
• Continuous Learning: Stay updated on industry developments and share relevant knowledge with the team.

Qualifications, Skills, and Attributes

• Experience: Ideally 1 to 2 years of experience in IT, with some exposure to SQL and delivering customer solutions.
• Language Skills: Excellent command of English is required. Maltese language skills would be an asset.
• Communication Skills: Strong ability to communicate effectively, both verbally and in writing, with clients and team members.
• Interpersonal Skills: Enjoys client-facing roles and has a collaborative approach to working with others.
• Technical Skills: Experience with business process automation platforms, database systems, and understanding of designing business processes and data models.
• Organisation: Strong organisational skills with attention to detail in managing multiple tasks.
• Self-Motivated: A proactive individual who can work on their own initiative as well as part of a team.
• Problem-Solving: Exceptional analytical skills, with the ability to think critically and solve problems effectively.

What's on Offer

• Compensation: A competitive base salary.
• Working Hours: Hybrid work environment with flexibility.
• Other Benefits: Study leave, health insurance, mobile subscription, regular social activities, parking benefit by rotation, and relocation assistance.
• Career Development: Opportunities for professional growth and continuous personal development within a dynamic and supportive company. 

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
• CV Review: Receive candid & constructive feedback to enhance your CV.
• Interview Planning: Get personalised prep sessions prior to your interviews.
• Cultural Fit Assessment: Understand the company culture to ensure it's the right environment for you.
• Long Term: Gain insights into the role and company for a long-term, stable career move.
• Exclusive Opportunities: Access a broader range of job opportunities.
• Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.
• Ongoing Support and Guidance: Benefit from continuous support throughout your job search process.
• Networking Opportunities: Leverage our extensive network of industry contacts for exclusive positions.
• Time Efficiency: Save time and effort with our efficient and effective recruitment strategies.
• Tailored Job Matching: Find the perfect fit with customised job matching based on your skills and career goals.
• Feedback Loop: Stay informed and engaged with regular updates and feedback on your application status.

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