Platform Support Analyst - 12m FTC

13 May 20242024-05-13
Horley, Surrey

Platform Support Analyst - 12 month FTC

Hybrid working and benefits

£22-24k per annum

Our fantastic client who are a market leader in their field and offer an amazing working environment and career progression are seeking a Platform Support Analyst to join their team.

Main duties:

  • Build a strong knowledge of our products and become an expert
  • Manage user’s onboarding experience, checking data and issuing log ins to the platform to enable registration.
  • Regularly reviewing this process to identify opportunities for improvement.
  • Provide ongoing support to all platform users and manage any resulting queries including escalating and liaising with other teams where required.
  • Ensure assistance and training is provided: enabling users to identify reports, set parameters and schedules.
  • Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge, and suggesting continual improvements within the team
  • Fully manage allocated utility logs using CRM database, actioning, reviewing, and responding to all areas of individual responsibility in line with Project Delivery and Support procedures.
  • Manage Project Delivery and Support mailbox, taking ownership of allocated logs and prioritizing workload.
  • Proactive use of telephone and follow up with emails to always maintain clear audit trail.
  • Generation and analysis of monitoring statistics Maintain accurate notes of conference calls and in-house meetings as required and promptly distribute as necessary.
  • Demonstrate ownership of tasks, activities and projects and use initiative.
  • Participate in regular training/ learning activities to maintain and develop skills and knowledge. Adhere to all policies, procedures and working practices. 

Skills required:

  • Articulate, professional and clear verbal communication skills. 
  • Present information clearly and in an engaging way. 
  • Good interpersonal and rapport-building abilities. 
  • Precise and appropriate written communication skills. 
  • Good telephone manner 
  • Good listener; can understand the needs of customers and colleagues 
  • Strong problem-solving and analytical abilities 
  • Keep up to date with advances in business area, new methods and ways of working. 
  • Strong administrative and organisational skills. 
  • Intermediate knowledge of Excel, Word and Outlook. 
  • Confident and accurate use of departmental computer systems/databases.