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Customer Support Analyst

  • Location


  • Sector:

    Customer Service, IT Service Desk

  • Job type:


  • Salary:

    £25-£26,000 + bens + Hybrid working model

  • Contact:

    Keith Wilkins

  • Contact phone:

    07766 103649

  • Job ref:


  • Published:

    almost 2 years ago

  • Expiry date:


  • Startdate:


  • Consultant:


​Are you looking for a customer support role in a fast-moving environment -  in fact, is helping others and delivering high levels of customer service, what makes you love your job? 

Would you like to work in the beautiful city of Sheffield but also have a couple of days a week working from home?

Do you want the opportunity to join an established team, who will share your dedication to delivering the best possible customer experience?

Good – let’s talk!

My client is a global organisation with a reputation of making research breakthroughs happen – and this is all down to expertise and teamwork.  I would like to help them hire individual who has experience of working in a support environment and is committed to providing high levels of functional and technical support. You will be comfortable both with working as part of a team and with managing your own workload. You will have good analytical and technical skills, and will also be adept at communicating technical solutions to users in non-technical language.

You will be providing first line support customers as part of the UK Application Support Team, handling support calls from users of online and cloud-based systems and distributed systems. My client is rightly proud of its excellent customer service, with demonstrable levels of customer satisfaction and strong performance against service level agreements.

Main Responsibilities:

  • Receiving and logging support calls from customers via phone, email and online call management system (Zendesk).

  • Communicating with customers and staff in other departments in order to progress support calls.

  • Investigation of customer problems and management of support calls to closure.

  • Assist in providing KPI statistics for management reporting.

  • Advising and assisting customers in the operation of supported products.

  • Liaising with the Administration department to keep customer details current

  • Advising customers on the adjustment of their system configuration etc.

  • Assistance as required in the testing of software.

  • Maintenance of team process documentation on Sharepoint.

  • Liaison with account managers and others in the company on customer status and satisfaction.

Experience of ANY of the following is preferred:

Ex Libris, SirsiDynix, ISOxford, LIMS, Destiny Library Manager, Apollo ILS/LSP, Sierra ILS., WorldShare Management Services, Alexandria, Alma, LibAnswers, LibraryWorld. or any other library management system.

Contact Keith Wilkins today and find out more – or send through your CV so that we can see everything you have to offer this role.

Avocet/Service Desk Resourcing (SDR) is acting as an employment agency for  this role. Please note that every application received is reviewed personally by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance. 

Applicants must be eligible to live and work in the UK to apply for this role.

Avocet Strategic Resourcing/Service Desk Resourcing (SDR) is committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships