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Our client focuses on providing computerised core business solutions to three defined sectors: local government, occupational pensions and social housing. They utilise their own Workflow and Electronic Document Management software and combine this with specialist sector expertise to provide state of the art computerised solutions. They now have a vacancy for a Support Analyst working as a part of team in their Leeds Office. They are looking for candidates who possess two years experience in second line support, preferably with a good understanding of relational databases. You will be self-motivated and demonstrate a high level of commitment. You will naturally be expected to demonstrate a professional attitude and the ability to build relations. Excellent communication skills are essential, as this position will involve contact with customers at all levels. This role will suit someone with a bespoke software support background who is used to working with a customer base that covers a broad spectrum in terms of their own technical ability. Duties and Responsibilities Provide a centralised, second line support service. Investigate and resolve in-depth customer queries and advanced technical issues. Provide high level fault fixing and advice service. Provide a consistent approach to dealing with customer calls and queries. Develop customer relationships. Handle the management of calls and escalation of queries. Work within customer service level agreements. Liaise with third parties on customer hardware faults. Develop product knowledge and skill sets to enhance familiarity with Cominos products and solutions. Package: Salary is up to £22,000 per annum depending on experience + profit related annual bonus scheme + non-contributory pension + medical expenses scheme + permanent health insurance + life insurance. The closure date for this vacancy is Monday 27th September 2004. Our client is striving towards Equal Opportunities and employs people based solely on merit, regardless of their gender, ethnic status, religion or disability.
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