Role: IT Support Analyst (Customer Platforms)
Location: Bradford / Birmingham (Hybrid Remote Working)
Holidays: 23 (plus bank holidays)
Pension contribution: 3% maximum

Overview

The Customer Platforms Support Analyst will be responsible for monitoring inbound tickets through the helpdesk system and communicating with requesters and SMEs in the wider team to resolve queries within agreed SLAs. The role will co-ordinate with other members of the Digital & Internal Applications department. You must be comfortable working independently and taking ownership of problems or issues through to resolution by co-ordinating with other team/department members or 3rd parties.
You will need to have a strong technical background in the Microsoft technology stack. Be a quick learner, who can take ownership of complex queries through to completion. 
Hybrid working is available for this role, but you need to be able to spend days on-site at the office to become familiar with existing processes and identify improvements. The days are flexible and to be discussed during the interview stage.

Responsibilities include:

•    Triage incidents and issues through the helpdesk system 
•    Resolve tickets relating to Customer Platforms within SLA (for example creating ad-hoc reports, re-running jobs or granting user access), otherwise escalate to the wider team.
•    Provide regular updates to customers (internal/external) on the status of issues.
•    Undertake limited development work in response to enhancement requests to existing systems and reports, working with business users.

Experience/Skills required:

•    Strong database skills with a good understanding of T-SQL and stored procedures to make changes whenever required.
•    Excellent verbal and written communication skills
•    You will have an inquisitive problem-solving approach.
•    Detail-focussed, IT literate individual
•    Good problem-solving skills and logical process thinking
•    Able to multi-task
•    Experience working within a support environment
•    Experience of using DevOps tools and automation of backend server tasks (desirable)

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Alliance Automotive Group is an equal opportunities employer.