Tech Support Analyst

The job in a nutshell

Are you experienced with providing effective incident management support and request fulfilment as part of a busy Tech Desk in a fast moving organisation? Are you able to effectively build and manage professional and personable relationships with a variety of business stakeholders in the end user community? GoCompare have an exciting opportunity for a driven and multi skilled Tech Support Analyst to act as a functional escalation from Tech Desk. You will provide effective incident management support and request fulfilment for all desktop support requests in our growing Newport office.

We were recently admitted to the LSE and through the successful acquisition of MyVoucherCodes, are looking to continue our recent success and growth. You will be instrumental in ensuring the business and stakeholders are effectively supported through exemplifying a strength in knowledge of IT technologies and processes, with a can-do attitude and approach to assist the end user community with any Tech and office related queries.

You will be the first front facing point of call for the IT and Data Engineering team and act as the main interface between them and the rest of the business. This is a highly social role and you will have a natural flare and enthusiasm for working with people and building relationships, coupled with a strong technical know-how.

Skills and experience you’ll need to have

  • Educated to degree level or equivalent experience in an IT support role
  • IT Service Management certificate or working knowledge of Service Management best practice
  • Previous experience in an IT support role
  • Strong knowledge of Microsoft software and systems
  • Excellent knowledge of the procedures used in installing, maintaining and configuring  IT software and hardware
  • Good understanding of installation and maintenance of Apple and Microsoft operating systems
  • A strong ability to troubleshoot and collate information to aid in the resolution of user issues
  • Excellent customer service and communication skills
  • Proven understanding of networking fundamentals, such as VLANs, VPNs, and DHCP

What you’ll be responsible for

  • Provides excellent customer service to staff raising IT issues
  • Ensures that all IT issues are recorded and managed
  • Researches and troubleshoots all service-impacting IT issues providing a high level of customer satisfaction
  • Assists in the coordination of change and problem resolution
  • Ensures the IT knowledgebase is maintained, and CMDB is updated
  • Coordinates the IT procurement process
  • Coordinates the provision, implementation and maintenance of IT equipment
  • Document work instructions to support Tech Services

Who you’ll be working with

  • Liaises with Tech Management to report or escalate issues
  • Manages liaison relationships with a wide range of hardware, software and service suppliers
  • Occasionally works directly with partners to ensure swift resolution of technical queries and incidents.
  • Liaise with Infrastructure Team to resolve more complex issues.

About us

GoCompare.com Group plc (GOCO) operates GoCompare, a leading UK financial services, utilities and home services comparison website; and recently acquired The Global Voucher Group Limited (trading as MyVoucherCodes), which is a digital media and affiliate marketing specialist that connects consumers with money saving offers from the world's leading brands.

GoCompare attracts approximately five million visits every month and is designed to help people save time and money. When GoCompare launched in 2006 it disrupted the insurance market as the first comparison website to display policy details rather than just listing prices. GoCompare's goal was then, and still is now, to help people make better-informed buying decisions that save them time and money.

MyVoucherCodes.co.uk is one of the UK's biggest discount voucher websites. It launched in November 2006 and provides sales, discount and voucher code information to millions of consumers across the UK every month.

GoCompare.com Group plc uses data captured from more than 20 million customers over the last 11 years to underpin its drive to continually improve its proposition and leverage its strong position.

The Group is also an investor in Souqalmal.com, the leading comparison business in the Middle East; and in promising fintech start up MortgageGym, the mortgage robo-adviser.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

Up to £26,000 plus benefits and bonus

Location:

Newport

Job Reference:

gocompare/TP/41/168

Closing date:

11th February 2019

Contract details:

Permanent

Working hours:

37.5 hours per week

Go for it