Support Analyst

Are you interested in developing Customer Service Skills? Do you have strong time management, communication, and organisational skills?

The Support Analyst plays an essential role in delivering technical support and maintenance for our enterprise systems. This position necessitates a comprehensive understanding of system operations, advanced troubleshooting abilities, and the capacity to collaborate effectively with various teams to ensure the seamless functioning of our services.

Responsibilities

• Record timely and accurate incident information, including logging, updating, and completion of incidents along with time spent and final solution details.
• Research, analyze, investigate, and resolve reported incidents in accordance with defined service levels.
• Perform routine maintenance tasks, including installation and configuration of product software or releases as required for the role.
• Maintain multiple working environments to ensure efficient support of common customer products.
• Attend relevant courses or use other means to continuously improve skills and develop relevant product knowledge.
• Accreditation on certified courses may be required with future product development.
• Additionally, maintain consistent attendance, punctuality, personal appearance, and adherence to relevant policies and procedures.
• Provide maximum flexibility for role requirements, such as covering late rota working, site visits when required, and company or departmental meetings.
• Perform any other duties as reasonably requested.

Requirements

• A degree in IT, Business, Law, or equivalent.
• Interest in Enterprise Software Solutions.
• Experience with: Progress Openedge, Microsoft Operating Systems, Virtual Server Platforms, Microsoft Azure, Microsoft SQL Server.
• Hands-on experience with Visualfiles support and installation.
• Expert support for internal organizations on products and technical environments.
• Independent judgment and problem-solving abilities to adapt to shifting priorities.
• Strong performance in technical customer support, demonstrating expertise, problem-solving, and interpersonal skills.
• Ability to manage multiple tasks simultaneously.
• Drive and motivation to self-learn complex software applications.
• Proven customer interaction and relationship-building skills.
• Effective interpersonal, communication, and presentation skills for various audiences.
• Clear and concise information delivery to clients, management, and departments.
• Teamwork flexibility, including out-of-hours support.
• Knowledge of scripting, databases, and database languages preferred.
• Understanding of cloud infrastructure and remote delivery platforms.

It would be nice if you have

• Experience within the legal market.
• An understanding of UK legal workflow and process.
• Experience of working with third-party delivery teams.
• Experience of working with Corporate clients.
• Industry-recognized technical knowledge e.g. SQL, .Net, Azure certification.
• A keen interest in programming, or a programming background.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days.
• Health screening, eye care vouchers and private medical benefits.
• Life assurance.
• Access to a competitive contributory pension scheme.
• Save As You Earn share option scheme.
• Travel Season ticket loan.
• Electric Vehicle Scheme.
• Maternity, paternity and shared parental leave.
• Employee Assistance Programme.
• Access to emergency care for both the elderly and children.
• RECARES days, giving you time to support the charities and causes that matter to you.
• Access to employee resource groups with dedicated time to volunteer.
• Access to extensive learning and development resources.
• Access to employee discounts scheme via Perks at Work.

About the Business

LexisNexis Legal & Professional is a leading global provider of legal, regulatory, and business information and analytics. Our mission is to advance the rule of law around the world by providing the tools and resources needed for professionals to make informed decisions and improve their productivity. Join our team and be part of an organization that values innovation, collaboration, and excellence. Apply today to contribute to our mission and help drive our continued success.