1st Line Support Analyst

Job Title: First Line Application Support Analyst

Department: Product Support

Reporting to: Head of Product Support

Location: Homebased (UK) with occasional travel to an office in Southeast England for meetings and training as and when required

Contract: Permanent

Hours: 37.5 hrs on a shift rota between 07:30 and 21:30. Monday to Friday. Paid Out of Hours support as and when required by the business.

Date: September 2024

Salary: £26,000

GFS has been trading since 2001 and is the UK's leading carrier management company, we work with brands such as Molton Brown, Mamas & Papas and Dune Shoes amongst others. During our 20+ years of operation GFS has developed an obsession for driving carrier performance for the benefit of our customers.

Job Overview:

We are seeking a dedicated First Line Application Support Analyst to provide high-quality technical support to our clients and internal users. In this role, you will troubleshoot application and data issues, answer support queries, and assist with system access and configuration requests. This is a remote position with a focus on delivering effective, customer-oriented support.

Key Responsibilities:

- Respond to and resolve First-Line support tickets, requests, and phone calls in a timely manner.

- Troubleshoot and resolve application and database-related issues, escalating complex cases as needed.

- Perform basic SQL queries to assist with data retrieval, updates, and issue resolution.

- Monitor system alerts and perform routine checks to ensure application availability.

- Document and update support processes, ensuring clear, accurate records of troubleshooting steps and resolutions.

Skills & Qualifications:

- Previous exposure to Software application support or data analysis

- Basic knowledge of SQL and relational databases, with the ability to run queries and interpret results.

- Strong problem-solving skills with attention to detail and accuracy.

- Excellent communication skills, able to convey technical information clearly to non-technical users.

- Ability to work independently, manage time effectively, and prioritise tasks in a remote setting.

Preferred Qualifications:

- Educated to Diploma or Degree level in an IT or related subject

- Experience with IT ticketing systems (E.g. Zendesk)

- Basic understanding of XML and API calls an advantage

- Familiarity with basic application monitoring and troubleshooting techniques.

This position offers a collaborative and flexible work environment, ideal for a self-motivated individual with a technical bias and a passion for customer-focused support.