Helpdesk Support Analyst

Meriden, Coventry
£20,000 per annum
04 Aug 2019
31 Aug 2019
Contract Type
Full Time

The Helpdesk Support Analyst will work within a busy service desk as part of a dynamic team of specialists to support existing clients. The successful candidate will provide both 1st and 2nd Line Support to customers and will have proven experience of providing support to end users, experience of managing software incidents and call logging/incident escalation. As part of a collaborative working environment, the Help Desk Support Analyst will also be service focused and develop an in-depth knowledge of the company's core products.

The core responsibilities within this role include:

- Provide 1st and 2nd Line support to customers in the UK and Europe

- Provide detailed advice and guidance to customers on product best practises, queries and operational challenges

- Analyse issues, identify the causes and provide customer centric solutions to resolve system and process issues, this will include the escalation of software support incidents to the product and software development teams

- Assess severity of issues based on the guidelines to appropriately utilise expert internal resources

- Ensure support requests and customer feedback is managed within agreed SLA's

- Possible user training and off-site support to new and existing customers

- User software testing

Core Skills

- 1st or 2nd Line software support skills

- Customer services/Helpdesk

- Excellent verbal and written skills

- Presentation skills

- Team player, positive attitude and highly motivated

- SQL skills advantageous

The successful candidate will be a highly motivated individual with sound written and verbal communication skills. For this role you will need to have excellent customer service and organisational skills, with the ability to self-manage and deliver work to a high standard.

A fantastic opportunity to join a company that continues to expand and has an excellent reputation for the service and professionalism. We will often promote internally and this allows for a clearly defined career path.

epyx (part of the FLEETCOR group of companies) specialises in creating technology for the automotive sector. Dynamic initiatives delivered through the 1link portfolio of platforms that empower customers to manage all of the activities involved in sourcing, e-procurement and transaction processing for the automotive sector.

All offers of employment made by FLEETCOR (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting, which is conducted by a third party supplier (Experian). The pre-employment vetting checks are carried out in accordance with FLEETCOR's Resourcing Policy and include (but are not limited to) employment referencing, identity, adverse financial, criminal and sanctions list checks. These pre-employment vetting checks are required to meet our legal and/or regulatory requirements.

FLEETCOR is dedicated to encouraging a supportive and inclusive culture amongst our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. Our aim is to ensure that all employees and job applicants are given equal opportunities.

Notice to Agency and Search Firm Representatives: FLEETCOR will not accept unsolicited CV's from agencies and/or search firms for this job posting. Resumes submitted to any FLEETCOR employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of FLEETCOR. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.