Additional Resources Ltd.
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Apprentice Support Analyst - Bristol

Apprentice Support Analyst - Bristol

Type: Apprenticeship Role
Package: £10,000 - £12,000 annual salary depending on experience

My client (an international market leader in specialist systems and business process services for organisations across the public sector and around the world) require an Apprentice Product (software) Support Analyst to ensure the provision of high quality product support to its customers.


Investigate customer reported problems connecting to customer sites as appropriate.

Replicate issues and resolve according to contract SLAs.
Co-ordinate with the development team to resolve problems requiring code change.

Ensure all changes are tested
Deliver patches / new programs to customers to resolve issues
Ensure customer information records are accurately maintained for each installed customer, providing all the necessary information to provide a superior customer support
Build effective relationships with both internal and external customers
Identify and implement all opportunities to eliminate the re-occurrence of problems
Ensure customers are kept advised of problem progression and urgent problem fixes are dispatched promptly
Escalate major issues ensuring key internal staff are kept advised of impact and solution progression
Maintain an in-depth understanding of the product, its operation, interface to external systems and data structure

Skills Required:

Ability to work independently recognizing and setting priorities for self
Excellent interpersonal skills, able to communicate clearly with customers and internal staff and negotiate an equitable solution to issues
Ability to work as part of a team.
Good understanding of the full product lifecycle from initial concept design through to ongoing support.
Knowledge of Asset / Fleet Management Systems, or similar.
Understanding of both Windows Client and Server.
Working knowledge of Oracle / SQL
1 or more years' experience providing product support.

We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003