POSITION: Data Analyst

LOCATION: Liverpool

HOURS: 40 hours per week

SALARY: £30,400 including On Call Payment

Main purpose of the role:

Working closely with the ICT Operational Manager, Data Insight Analyst will monitor and maintain the Data held within our systems and provision of support enquiries to all areas of Local Solutions. In addition, the role will also provide supplementary support to all other areas of the team including On Call, Mobiles and Hardware and Network support.

Core responsibilities of the role will be:

Effectively delivery of service providing high level of support including:

• Data Analysis and Management of records within our systems

• Ensuring accurate information is recorded and always available

• Answering incoming calls and chats

• Responding to and working on support tickets

• Managing assigned tickets in a timely manner, ensuring customers are kept up to date

• Ensuring all queries / issues are logged accurately on our ticketing system (Zendesk)

• Following documented processes, remote support and continually training and talking our customers through the support and training guides; promoting self-help

• Learning and understanding our services and the available data in depth

• Providing training and support to all users on systems within the company

• Continuously contributing towards our service guides and knowledge

• Meeting objectives and KPIs

• Support On-call facilities on a rota basis including evening, weekends and Bank holidays

• Assist in the management of mobile device provision where required

• To provide management and support to all existing and new database systems

• Assist in the development of SSIS / Power Automate / SQL / Power BI / Excel MIS data reporting systems, processes and procedures that will support the provision of a quality service

• To meet with stakeholders, and end users to define reporting and intelligence requirements and goals, translating those business needs into technical specifications.

Customer Service

• Handle incoming queries in a professional, timely and effective manner

• Ensure all enquiries and messages are dealt with courteously and efficiently

• Maintaining contact with the stakeholders through the support period

• Develop and maintain business intelligence systems, which are effective in identifying: New opportunities and providing insight for Local Solutions services

• Maintaining a professional appearance and approach in all situations

General

• To carry out any other duties appropriate to this post, as necessary or as requested

• Provide cover for other members of the team when required and where able

• Attend external service locations when required to provide support for service delivery

General Skills and Experience:

• Impeccable attention to detail

• Strong ability to problem-solve and think logically

• Friendly, warm, and welcoming

• Solid listening skills

• Drive for personal development

• Good problem-solving skills

• Flexible working patterns

• Strong Organisational skills

• Reliable, committed and a good team player

• Excellent time keeping

• Proactiveness