Job Overview
As a Support Analyst Apprentice, you will play a vital role in supporting the team to ensure smooth technical operations and exceptional service for our users. You will embody our values by being All In — showing commitment, curiosity, and accountability in every challenge you face. You will work as One Team, collaborating with colleagues across departments to deliver seamless support and shared success and with a Solutionist mindset, you will approach every issue with creativity and persistence, striving not just to fix problems but to prevent them and enhance the overall user experience.
You will be expected to work from our Norwich office at least one day per week, with the remaining four days worked remotely. Your standard hours will be Monday to Friday, 9:00am to 5:30pm, including a 60-minute unpaid daily break.
You will also receive paid time during your working week to undertake a Level 3 Apprenticeship.
Responsibilities:
- Triage incoming IT support queries and incidents across all channels.
- Provide technical support for internal and external customers.
- Advise on and perform administrative and system management activities for customers as required.
- Be actively involved with the operational delivery and UAT (if required) for new projects and feature releases.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Work to create any relevant support material for the team.
- Implement any necessary preventive measures to reduce customer faults and issues.
- Review all technical support related processes and documentation for continuous improvement.
- Assist in the creation and implementation of knowledge materials and tools.
- Evaluate and analyse iManage incident trends to prevent future issues.
Skills and Experience:
- Excellent communicator, both oral and written
- Strong problem solving and communication skills.
- Strong analytical skills to investigate and resolve customer support tickets.
- Able to multi-task efficiently under time pressure.
Job Types: Full-time, Apprenticeship
Pay: £24,782.36 per year
Benefits:
- Company pension
- Life insurance
- On-site parking
- Store discount
- Work from home
Work Location: In person
