Support Analyst

Are you interested in developing Customer Service Skills?

Do you have strong time management, communication, and organisational skills?

About Role

The Support Analyst plays an essential role in delivering technical support and maintenance for our enterprise systems. This position necessitates a comprehensive understanding of system operations, advanced troubleshooting abilities, and the capacity to collaborate effectively with various teams to ensure the seamless functioning of our services.

Responsibilities

Record timely and accurate incident information, including logging, updating, and completion of incidents along with time spent and final solution details.Research, analyze, investigate, and resolve reported incidents in accordance with defined service levels.Perform routine maintenance tasks, including installation and configuration of product software or releases as required for the role.Maintain multiple working environments to ensure efficient support of common customer products.Attend relevant courses or use other means to continuously improve skills and develop relevant product knowledge. Accreditation on certified courses may be required with future product development. Additionally, maintain consistent attendance, punctuality, personal appearance, and adherence to relevant policies and procedures.Provide maximum flexibility for role requirements, such as covering late rota working, site visits when required, and company or departmental meetings.Perform any other duties as reasonably requested.

Requirements

A degree in IT, Business, Law, or equivalentInterest in Enterprise Software SolutionsExperience with: Progress Openedge, Microsoft Operating Systems, Virtual Server Platforms, Microsoft Azure, Microsoft SQL ServerHands-on experience with Visualfiles support and installationExpert support for internal organizations on products and technical environmentsIndependent judgment and problem-solving abilities to adapt to shifting prioritiesStrong performance in technical customer support, demonstrating expertise, problem-solving, and interpersonal skillsAbility to manage multiple tasks simultaneouslyDrive and motivation to self-learn complex software applicationsStrong research skillsProven customer interaction and relationship-building skillsEffective interpersonal, communication, and presentation skills for various audiencesClear and concise information delivery to clients, management, and departmentsTeamwork flexibility, including out-of-hours supportKnowledge of scripting, databases, and database languages preferredUnderstanding of cloud infrastructure and remote delivery platforms

It would be nice if you have

Experience within the legal marketAn understanding of UK legal workflow and processExperience of working with third-party delivery teamsExperience of working with Corporate clientsIndustry-recognized technical knowledge e.g. SQL, .Net, Azure certificationA keen interest in programming, or a programming background

Work in a way that works for you
 

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
 

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you
 

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
 

Generous holiday allowance with the option to buy additional daysHealth screening, eye care vouchers and private medical benefitsWellbeing programsLife assuranceAccess to a competitive contributory pension schemeSave As You Earn share option schemeTravel Season ticket loanElectric Vehicle SchemeOptional Dental InsuranceMaternity, paternity and shared parental leaveEmployee Assistance ProgrammeAccess to emergency care for both the elderly and childrenRECARES days, giving you time to support the charities and causes that matter to youAccess to employee resource groups with dedicated time to volunteerAccess to extensive learning and development resourcesAccess to employee discounts scheme via Perks at Work

About the Business
 

LexisNexis Legal & Professional is a leading global provider of legal, regulatory, and business information and analytics. Our mission is to advance the rule of law around the world by providing the tools and resources needed for professionals to make informed decisions and improve their productivity.

Join our team and be part of an organization that values innovation, collaboration, and excellence. Apply today to contribute to our mission and help drive our continued success.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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