Support Analyst

Salary  £25,000 – £35,000 – Dependent on experience

intuitive are looking to employ an enthusiastic, personable candidate to work in application support. The role is for a Support Analyst to join our team providing support for intuitive’s reservation platform (iVector) and related applications.

Summary of role

The role reports to the Operations Director.

Previous experience in a customer facing IT support role (either internally supporting customers within an organisation, or external) is essential. Previous experience working in travel is required, and you will be taught the additional knowledge and skills required to support iVector, alongside exposure to development tools such as SQL to help support this knowledge. 

You will work in a team of 4, reporting to the Support Desk Manager, working in a busy, customer focused environment, working to contractual SLAs whilst providing fantastic customer care.

The role is a full time position, and you will be based at the intuitive offices in Croydon.

As the support desk is open between 8am-5.30pm weekdays, you will be required to work a shift pattern, working either 8am-4.30pm or 9am-5.30pm.

On call out of hours “P1” support is also required to be covered by the support team (paid at an additional hourly rate), although it is not compulsory that you sign up to do this.

Main duties and responsibilities

  • Solve customer support tickets and queries in an accurate and efficient manner
  • Quickly accumulate existing iVector product knowledge
  • Provide warm, empathetic and highly competent customer service
  • Manage client expectations regarding resolution of tickets
  • Ensure that resolved issues are tested before they are passed on to the customer’s environment

Key skills, experience and capabilities

Essential

    • Previous experience of using iVector
    • Has previously worked within the travel industry
    • Strong analytical, numeracy and problem solving skills
    • A strong interest in technology and application support
    • Ability to prioritise and manage work in a customer focused environment, working to SLAs
    • Ability to work under pressure

Desirable

    • A track record of working in an internal/external IT support role
    • Customer support experience
    • Understanding of object oriented programming
    • Knowledge of SQL Server
    • Working with Atlassian products (e.g. Jira)

What will the interview process be?

Online aptitude test

On successful CV review, we will ask the candidate to complete an online aptitude test. On successful completion of the test, we will invite the candidate in for an interview.

Interview structure

The interview will be roughly 90 minutes long, and will consist of the following:

  • 30 minutes interview with Operations Director
  • 30 minutes paper aptitude test
  • 30 minutes interview conclusion with Operations Director / MD

Personal attributes

All employees are expected to live by the company values: 

Candour, fairness, ambition, challenge and warmth.

Benefits of working at intuitive

To find out more about the benefits of working at intuitive, please click here

How to apply

Please apply by sending a CV to careers@intuitivesystems.co.uk

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