Digital Support Analyst

at  Unite Students

WHAT WE`RE LOOKING FOR IN YOU

• Knowledge of software development processes
• Experience of User Acceptance Testing processes
• Experience of supporting and delivering IT change and IT projects
• Leadership skills and ability to effectively prioritise
• Ability to liaise comfortably with key stakeholders
• Ability to work in a team and on own initiative
• Good time management skills
• Strong customer service Skills
• Excellent verbal and written communication skills
• Initiative and Problem-Solving
• Experience of using a call logging system desirable
• Basic understanding of General Data Protection Regulations and experience of developing and maintaining a team environment where personal data is kept protected, confidential and secure

THE ROLE

Were all about creating a Home for Success for our students, using technology and data to empower them to find their home, their tribe and have a great stay with us through their studies. Fast Paced. Innovative. Curious. Inspiring. Inclusive. The success of our customers, colleagues and partnerships are the measure of our work; we take our goals seriously, knocking them out of the park whilst having fun and helping each other grow. Prop-tech is an exciting sector and youll be part of a team that is redefining the end-to-end experience for our customers and introducing new ways to add value through products, technology and data. Our ambition is to run the best platforms and experiences in the sector and were investing in people and technology. Building an inclusive team that is diverse is essential- its what makes us, US. Were passionate about building a team that respects, celebrates, and thrives from, the different experiences diversity of thought can bring. Whether youre interested in Marketing, Digital, CRM, Property Maintenance, Robotics and Automation, DevOps, Cloud and Data Engineering, Smart Building and IOT - or all of it! - theres a place for you in our Technology Team. Were here to make a difference across the board.
The Digital Support Analyst is responsible for our 1st line and 2nd line support for our Digital systems (including but not limited to) the customer website and the customer app. The role involves dealing with end-user queries, triaging issues, resolving issues when possible and raising bugs when not.
The role enables the team to provide excellent customer service to our customers and business users of our strategic systems, by effectively triaging and responding to issues, providing system and business process knowledge.
The Digital Support Lead reports to the IT Service Desk Lead within the IT department.

WHAT YOU`LL BE DOING

• Provide 1stlevel end-user support for our digital systems, working to resolve the issues alongside our developers, testers and 3rd party support partners.
• Moderate our chat and communities feature on the customer facing app.
• Engage directly with customers via email or social media, other teams within the business to contribute to the identification of trends to ascertain faults and support the development process for potential improvements to Unites digital systems.
• Ensure all support tickets are tracked and managed effectively, responding within agreed SLA targets in a professional and courteous manner.
• Responsible for managing the queues within the team`s ticketing solution.
• Follow Unite`s change process to promote fixes and changes in line with business priorities and the team work load.
• Develop excellent working relationships with customers and colleagues through strong interpersonal skills and an ability to work with diverse groups of people.
• Provide support to the business, sharing knowledge with the users and effectively triaging issues, identifying between critical and non-critical issues across all modules.
• Identify themes and feed this information through to the 2nd and 3rd line analysts.
• Find workarounds for the users during bug fixes.
• Balance and prioritise tasks between project support and business as usual.
• Upskill in other areas of the IT Service Desk.