Graduate Support Analyst

Graduate Support Analyst

Leeds based - 1 day in the office per week.

Lexis Nexis Enterprise Solutions is looking for a motivated, Graduate Support Analyst to work within the Enterprise Solutions business, the software arm of LexisNexis. They will work with the Lexis® Omni legal technology platform, built on Microsoft Azure, which includes at the core; Lexis® Visualfiles™, the market leading case management and business process automation software solution www.lexisnexis-es.co.uk. This is a fantastic opportunity to build a career with a FTSE 100 software business, within a successful and growing organisation.

What we are looking for:

We are looking for someone who is enthusiastic, dynamic, highly engaging, a confident communicator and who can learn our software solution set quickly on the job so that they can provide helpdesk support to our clients.

The Support Analyst will be able to work independently to research, analyse and resolve all types of client support incidents from simple end user queries to business critical, complex, and highly impactful support incidents. It is key that the support analyst ensures our clients’ businesses make the most of their investments and our solutions, by ensuring support incidents are dealt with within the contractual service level agreements.

The role works remotely from our clients; however, it is considered client-facing and the Support Analyst will have excellent customer service skills. We are looking for someone who can demonstrate that they are able to communicate to both technical and non-technical audiences to present the solutions to our client’s problems

The successful candidate will keep up to date with the broad range of technical skills required to support our evolving portfolio of services. The Support Analyst will seek to understand how our software solutions deliver value to our client base and to the legal market.

We are looking for someone with excellent time management, strong communication and organisational skills. They will drive to a common goal, of always delivering high value to our clients. The successful candidate must be outcome-focused and demonstrate a desire for owning and closing their actions.

The successful candidate will have a structured training plan and will gain experience working across the LexisNexis Enterprise Solutions business. They will spend time shadowing the work of an experienced support analyst before they are handling their own workflow of support tickets, where first class excellence in service and client satisfaction is at the centre of all that we do.

Responsibilities:

• Ensuring that a high level of client service is always maintained by you
• Being accountable for handling support incidents that are assigned to you
• Must provide regular communications to clients on all owned support incidents
• Research, analyse, investigate and resolve reported support incidents in accordance with client service level agreements
• Record timely and accurate incident information including logging, updating and completion of incidents along with time spent and final solution documented
• Attending regular product sessions to ensure you are keeping up to date with the required skills
• Flexibility to cover differing working shifts and client site visits if required

We would love you to:

• Have an interest in Enterprise Software Solutions
• Be a quick learner, who can demonstrate picking up a new task and running with it through to a successful outcome
• Manage demands on multiple tasks simultaneously
• Be an excellent problem-solver, and demonstrate your ability to research, analyse, and effectively troubleshoot/diagnose problems
• Exercise independent judgement and take action, whilst also conforming to shifting priorities, demands and timelines
• Have a proven track record of relationship building skills
• Demonstrate strong interpersonal, communication, and presentation skills applicable to a wide audience
• Be confident in presenting information in a concise and effective manner
• Have excellent time management skills

We would like you to have:

• A computer science higher education certificate or equivalent
• Some technical knowledge of i.e. Microsoft SQL Server, .Net etc

At Enterprise Solutions we value employee and wider community engagement and you will be invited to join us for quarterly and half year company meetings, with social events, you will also be provided with two days per year to contribute to making a difference to charitable initiatives of your choice.

This is a fantastic opportunity to build a career with a FTSE 100 software business, within a successful and growing organisation. Headquartered and based in our Leeds Technology Hub, you will join our existing community to deliver support services to our client base in a vibrant environment.

Job Types: Full-time, Graduate

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime
• Gym membership
• Life insurance
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Ability to commute/relocate:

• Leeds: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor's (preferred)

Work Location: Hybrid remote in Leeds