Support Analyst, York
Are you curious about technology and have a thirst for solving puzzles? Do you get a buzz out of working with people and software, and getting under the skin of why things work or don’t? Are you interested in building enduring relationships with customers? Working closely with delivery and software teams, the Support Analyst role is focused on enabling customers, users and partners to extract value from our software platforms and perform beyond their capacity by using MooD.
The primary focus for this role is the provision of first and second line help desk support, problem/incident management, requirement and bug tracking, and support account management for MooD software platforms. The Support Analyst also delivers documentation and training (on customer solutions and on MooD platforms), and can expect to be involved in a diverse range of technical support activities across the business.
The Education and Support team is visible and critical in terms of function and process, working closely with developers, testers, delivery and finance teams, as well as platform and solution customers, to provide services and keep the lights on. The successful candidate will have the opportunity to grow and progress within the team, developing a broad range of infrastructure and support skills, and using company knowledge and product skills to move into other areas of our business. We are looking for technically capable and curious applicants, analytical thinkers with demonstrable enthusiasm and commitment to our values and goals.
Providing telephone, email and face to face help desk support for MooD platform and solutions queries; taking full ownership of incidents through to satisfactory resolution; engaging with customers and internal software engineers to pinpoint and resolve issues.
Overseeing the development and delivery of product and solution training packages internally and to customers.
Becoming a subject matter expert in the exploitation of the MooD platform, making best practice accessible to internal and external customers, and providing a centre of excellence for all technical issues and knowledge.
Compiling data reports on a variety of platform aspects, such as adherence to SLA targets, request & issue trends, communicating findings to the teams, and providing proactive approaches to improving customer experiences.
Getting involved in other technical queries and issues as needed and building knowledge, competence and process to deal with these effectively.
This list is not intended to be exhaustive and will be reviewed from time to time in conjunction with the job holder. Other key elements may be included in the profile as the role evolves, and it is expected that the job holder will take on similar, additional duties, that have a reasonable fit with the outcomes expected of this role.
The ideal candidate
Although an aptitude for learning & handling existing and new technology is important, we are really looking for someone who communicates well and enjoys the buzz of meeting customers’ needs.
A confident and proactive communicator; able to adapt your approach and language to deliver technical explanations and outcomes to technical and non-technical teams and individuals.
A strong collaborator and relationship builder; MooD is fueled by team-work, so you’ll need to enjoy close working relationships. You will be proactive and confident in new environments, able to build meaningful and long-lasting connections with others, establishing credibility rapidly with clients and internal stakeholders.
A customer-centric approach & you are all about results; your analytical approach and focus is totally on the user experience and ensuring that customer issues are resolved. You love working in the customer space, you’re a lateral thinker and you’re adept at diagnostic approaches. You are tenacious- not happy until you know an issue has been resolved.
You’re curious about technology & hungry to build on what you know; ideally, you’ve got previous experience supporting evolving enterprise architecture products, complex software applications that have a diversity of deployments and uses. Great if you are already confident working in a Windows Server environment, and agile hopping around SQL Server databases and managing relevant data streams. If you have a working knowledge of VMWare, Office 365, Cloud and similar infrastructure applications, that’s the icing on the cake.
You’re fleet of foot; you prioritize effectively and recognize commercial imperatives, you enjoy challenging the status quo, looking for improvements within the team's methods and processes.
Resilient, energetic and enthusiastic; you’re comfortable working in a constantly evolving environment and are able to demonstrate calm and composure in times of uncertainty and stress. You believe in what we’re doing and you won’t stop at anything to deliver on your goals.
A commitment to personal and professional development; you’re a high academic achiever, educated to degree level, in a relevant discipline.
Able to achieve security clearance; willing and suitable to be security cleared for working on Government contracts.
The role is based out of our York office, on the York Science Park near the University of York. Some work may be required outside of York, in our other offices or nationally on customer sites. Occasional overnight stays, away from York.
Through the delivery organisation
Competitive starting salary, circa £22-£25k, depending on experience
Comprehensive benefits package (after initial 3 months' review and confirmation in post) which includes PMI, Critical Illness, Death in Service, Contributory Pension and 25 days holiday
Structured development opportunities (work-based learning, external courses, industry courses, professional accreditation etc.), incorporating regular performance review and salary progression
Opportunity to progress your career within an innovative solutions delivery environment
Development & progression
We create software that digitally represents how a business works, how it and its people are connected, and harness the power of these connections to accelerate the delivery of business outcomes. Individuals and teams can engage in a single plan, understand the connections and dependencies across the business, and optimise activity for the achievement of business goals. MooD is a British technology company with offices in London, York and Bristol. We are a three times winner of the Queen's Award for Enterprise.
Being part of the MooD team means an opportunity to work in an award-winning and innovative technology environment, with the reality of greater autonomy, ownership and visibility from the start. Join MooD, and you join a team of talented professionals; people who are ambitious, passionate and innovative to grow professionally and make their mark within an evolving business.
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