Support Analyst

Location: Stone, Staffordshire Hybrid working, 2 days a week in our Pune Office)

Status: Permanent, Full Time

Package: Competitive Salary, Flexible Working, Development & Opportunity (Personal & Technical), Private Medical (Optical & Dental options), Matching Contributory Pension, 25 Days Leave + Public Holidays + Buy and Sell Scheme, Life Insurance, Referral Scheme, Employee Assistance Program, Benefits Hub.

Why are we hiring a Support Analyst?

As we continue to grow we are hiring a Support Analyst to compliment the current support team.

The Support Analyst will be responsible for providing technical assistance and support to end-users, resolving software and hardware issues, and ensuring the smooth operation of deployed SaaS application systems.

Who’s Instem?

Well, we’re a global provider of bespoke industry-leading software solutions and services, which facilitate the pre-clinical, and clinical phases of the drug discovery process. We have over fifteen products in our portfolio, used by over 700 pharmaceutical clients (including all the top 20!)

What’s the culture/environment like? For a global business of over 300 staff, we very much have a family feel. You’ll be part of a friendly, communal, solution based, flexible environment, where you’ll feel empowered, valued and accountable. We’ll invest in you as a person and encourage you to take part in companywide workshops for wellbeing, mental health, critical conversations, and strengths.

What are you responsible for?

• Provide first-level application and technical support to end-users via all communication channels.
• Adherence to Response, Resolution and Continual contact SLA’s, ensuring timely resolution and follow-up.
• Ensure clear and timely communication with clients by providing regular updates on ticket progress, outlining next steps, and confirming resolutions.
• Accurately document the investigation and resolution of support incidents, providing clear steps to serve as a strong training foundation for future similar cases.
• Collaborate with other team members or cross functional groups to resolve more complex application/technical issues.
• Adherence to the Company’s Quality Management System to ensure that all work is handled Securely, Professionally and Diligently
  
  
  

Skills, Knowledge And Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support or help desk role.
• Strong knowledge of Windows and Mac operating systems, as well as common software applications.
• Familiarity with network protocols, hardware components, and troubleshooting techniques.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
• Knowledge of our Quality Management System and its application to tasks associated with this role
  
  
  

If you are customer obsessed, have excellent problem-solving skills coupled with great analytical skills, we would love to hear from you!

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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