Role OverviewAs a Software Support Analyst, you will provide essential first-line support to a global customer base, addressing application and telecommunication issues through phone and case management systems. You will work in shift patterns ranging from 8am to 11pm, with later shifts occurring once every six weeks as you gain more experience. Your role will involve ensuring compliance with IT support procedures and escalations, supporting the triage of support cases, and collaborating with senior IT support teams to resolve issues efficiently.ResponsibilitiesAdhere to IT support procedures and manage escalations effectively.Assist in the triage of support cases and collaborate with senior IT support teams to resolve issues.Document root cause failures of systems or processes, update relevant databases with critical information, and maintain a technical audit trail of completed work for management and engineering reference.Take ownership of a designated customer base, acting as the lead engineer from initial commissioning through to ongoing management of queues and cases, ensuring adherence to contractual SLAs.Serve as the technical lead during customer service reviews.Manage customer expectations by regularly communicating status updates, analysing impacts, devising workarounds, and outlining next steps to ensure a superior customer service experience.Follow all established procedures, policies, and practices ensuring timely submission of business and financial ..... full job details .....