Senior Support Analyst - ProSuite

Overview

Senior Support Analyst providing ProSuite MIS support and escalation for FE customers.

Key Responsibilities

• ticket management
• technical escalation
• troubleshooting
• customer satisfaction
• sla compliance
• runbook creation

Tasks

-Working with resolver teams across our business on problem tickets in our ITSM platform. -As a Senior Support Analyst you will provide a technical escalation route to our 1st 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. -Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction. -Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs). -Contributing to a shift left, creating / updating runbooks and knowledge base articles, and providing training, where needed.

Requirements

• ilr
• communication
• troubleshooting
• self‑organise
• prosuite
• service levels

What You Bring

-Good knowledge of ILR and Further Education processes -Excellent communication and inter-personal skills -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. -The ability to self-organise and prioritise workload -Excellent knowledge of ProSuite primarily ProSolution MIS -Experience in the co-ordination of issue resolution to agreed service levels and targets

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Benefits

-Performance Bonus Our Group-wide bonus scheme enables you to reap the rewards of your success -Employee Assistance Programme Free advice, support, and confidential counselling available 24/7 through Care First -MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding -Volunteering Time Our volunteering leave scheme allows you to use your time to help those who need it -Development Programmes From Future Managers to Leadership Training, our development programmes help you get where you need to go -Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger -Pension Scheme Our plan with Scottish Widows offers 5% matched contribution by the company -Annual Leave 26 days of annual leave, plus public holidays and the ability to buy additional days -Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. We also offer a range of external training opportunities including apprenticeship. -Income protection insurance Providing you with support and assistance when you need it most -Performance & Talent Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

About Sulaiman Alqudaibi Co. For Grp & Plastic Products

-Pioneered polymer concrete manholes and jacking pipes in the early 1990s and added GRE pipes in 2000. -Achieved ISO 9001 and ISO 14001 certifications and became the first fully Kuwaiti‑owned GRP pipe supplier approved by Kuwait Oil Company. -Supplies major infrastructure customers like Kuwait’s Ministry of Public Works and exports to Qatar and Singapore. -Manufactures a broad product range: GRP/FRP pipes, GRE pipes, polymer concrete jacking pipes, manholes and GRP tanks. -GRP pipes are produced via dual filament and continuous winding—durable, corrosion‑resistant solutions for sewage, desalination, subsea and industrial uses. -A fully Kuwaiti, independent manufacturer—unique in Gulf‑region GRP production without foreign partnerships.

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