Software Support Analyst / IT Helpdesk - 1st Line Support

Job Title: Software Support Analyst

Location: Hadlow (Hybrid)

Salary: £23,400 with progression up to £28,337.92

Job Type: Permanent - Full Time

Paprika Software provide a bespoke project management and accountancy product to advertising, marketing and PR agencies around the world and we are currently seeking Software Analysts.

What we offer

• Company Pension Plan
• Benenden Healthcare Plan
• 25 days holidays plus bank holidays
• £1 Staff Lunches
• Full training
• Hybrid working
• Birthday Leave
• Bonus scheme

As a Software Support Analyst, you ll be starting at 1st line with the opportunity to progress to 3rd Line.

As our product is bespoke, we recruit for 1st line support and provide intensive training with the aim of promoting a successful candidate from 1st line to 2nd line support around 3 months after the training is completed. Once training is complete your entire day will be spent assisting our customers, this will enable you to gain the knowledge and experience you need to progress from 2nd to 3rd line support.

Working for our team, no two days will be same, you will be answering calls from our customers, this includes a good mixture of both sharing your knowledge on how to use the software with them, explaining warning messages and restrictions and problem-solving issues.

Our 1st line support role salary is £23,400, 2nd line support is £23,803.85 - £26,070.88 and 3rd line support starts at £28,337.92

We have a hybrid working pattern on the Helpdesk team, so you will be required to attend the Hadlow office on Tuesday, Wednesday and Thursday. You then have the option to either attend the office on the remaining two days or work from your home.

Skills

• Excellent communication skills
• Experience of working in a customer service role either in person or over the phone
• Good problem-solving skills
• Ability to multi task
• Enthusiasm for continually learning as our product evolves
• Enjoy working as part of a team
• Talent for testing issues
• Ability for self-learning

Desirable

• Working in a previous Technical Support or Software Support role
• A degree or higher education qualification
• Experience of working with spreadsheets
• A second language

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: 1st Line Support, Software Support, Technical Support, 2nd Line Support Engineer, IT Support, IT Helpdesk, Network Technician, experienced 1st Line Support, IT Service Desk Technician, Server Support, IT Support Analyst, IT Support Advisor, IT Services Manager, IT Desk Support, IT Support Technician, Software Support may also be considered for this role.