Senior Support Analyst - ProSuite

We are looking for an experienced ProSuite user to join our Education service desk team provide support to our Further Education ProSuite customers and act as an escalation point for the wider team. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service.

The successful candidate will maintain a focus providing an excellent level of Management Information System (MIS) technical support and ensuring technical skills are developed in the team you work within to increase our ability to resolve support requests during the first interaction with the customer.

This role is a flexible working role that is primarily home-based, with our Birmingham HQ serving as the official location. Team members typically attend on-site once per month for collaboration and connection.

• As a Senior Support Analyst you will provide a technical escalation route to our 1^st line Service Desk and client-site based operations.
• Troubleshooting challenging tickets and liaising with users until resolution is achieved, or escalating as appropriate, retaining ownership throughout the lifecycle of the ticket.
• Contributing to a shift left, creating / updating runbooks and knowledge base articles, and providing training, where needed. 
• Working with resolver teams across our business on problem tickets in our ITSM platform.
• Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

• As a Senior Support Analyst, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure Education systems using a methodical and logical approach.
• Excellent knowledge of ProSuite primarily ProSolution MIS
• Good knowledge of ILR and Further Education processes
• Experience in the co-ordination of issue resolution to agreed service levels and targets
• The ability to self-organise and prioritise workload
• Excellent communication and inter-personal skills
• A proactive approach to self-development

#LI-RL1

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Group-wide performance bonus, when we win, you win
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here