Technical Analyst - #150528

Job Description -

Technical Analyst, clinic based Warrington, Mandarin Court WA1 1GG

Salary Negotiable Based On Experience

Our Concept Northern division has been established for 28+ years, we have an excellent reputation and work across the whole of Scotland. Our clients vary from SME’s to large national organisations. We deliver to a wide variety of UK based clients with a multiplicity of physical, mental health, hearing and visual impairments & neurodiversity needs.

Role

Working as part of a busy technical support team, the Senior Technical Support Analyst will be responsible for the hardware and software support of students IT equipment. They will also be a mentor for junior members of the team. The job holder will play a key role in ensuring that all requests raised are managed professionally. They will represent Concept Northern to all the students and clients we work with.

Role & Responsibilities

Manage incidents, problems, and service requests.

Setup and configuration of IT systems and required software

Hardware repairs to Windows 10 devices

Providing 2nd line support

Drive through resolutions and escalate to 3rd party suppliers when necessary.

Consulting with 3rd party suppliers to resolve technical issues.

Create and maintain knowledge base articles to share workarounds and document solutions for known issues.

Manage resolution according to agreed SLAs and KPIs.

Working to ITIL aligned processes

Day to day tasks will also include inputting data as customer records and orders, printing and filing customer records, organising orders for dispatch, maintain stock records and talking to customers on the telephone.

About You

Experience managing junior members of the team

Experience in supporting Windows 10 devices and a range of softwa

Experience working in a similar role providing 2nd line technical suppor

Experience With Sage (preferred)

Excellent oral and written communication skills.

Exceptional interpersonal, including teamwork and working co-operatively to achieve a common goal.

Be able to demonstrate the ability to work and communicate with many stakeholders with varying levels of IT capability and to manage a busy and varied workload.

Flexible approach to work and excellent problem-solving ability.

Ability to prioritise and use own initiative.

Good range of analytical skills and attention to detail.

Excellent customer service and stakeholder management skills, with the ability to build effective relationships.

Our Benefits Package Includes

8% employer pension contribution (plus up to 5% matched)

25 days holiday + bank holidays (option to buy/sell 5 days)

Health Cash Plan – cover for dental, optical, physio & more

Perkbox membership – discounts on food, retail, travel & more

24/7 GP & counselling line, wellness support

Life insurance (4x salary) & Group Income Protection

Long service rewards & flexible working hours

Our Culture & Values

At PAM, we’re passionate about people. Our values—Hard Work & Enthusiasm, Teamwork & Friendship, Loyalty & Improvement—are at the heart of everything we do. We believe in rewarding effort, supporting each other, and helping every team member grow.

PAM group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status. We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.

Ready to join a company that values your wellbeing as much as you value others’?

Apply today and help us deliver the everyday things that matter.