Job Description

We are

Anota

, a leading UK

DocuWare

integration and systems specialist delivering innovative paperless solutions to help our clients do better business and we are looking for an experienced

First Line Software Support Specialist

to join our technical team in Kingston upon Hull.

The successful candidate will be the first point of support contact for our clients, providing telephone, email and remote assistance to end-users for our core products of

DocuWare

and

Vertosuite

.

Providing exceptional technical assistance to our clients, troubleshooting software issues, and ensuring a seamless user experience, this role is essential in ensuring customer satisfaction and driving success through efficient resolution of technical challenges.

Day-to-day responsibilities:

Making sure our customers know they are loved through excellent customer service. Providing first-line technical support via phone, email, Teams, TeamViewer and our Freshdesk ticket system Diagnosing and troubleshooting software issues related to configurations, integration, server-based software and user-specific problems, identifying the root causes of technical issues. Escalating complex problems to higher-level support or the development team, when necessary, whilst ensuring proper documentation is maintained. Logging and tracking customer issues in the helpdesk system, ensuring prompt and accurate ticket resolution. Collaborating with other teams, such as development and second line, to provide insights on recurring issues and software improvements. Creating and maintaining detailed support documentation, including FAQs, troubleshooting guides, and knowledge base articles. Monitoring and ensuring high customer satisfaction, meeting service-level agreements (SLAs) and response times.

What would our ideal candidate look like?

You'll likely already be working in or have experience of a software support or Helpdesk role either as part of an in-house IT team or a wider customer support function. You'll know your way around SQL and be happy with cloud-based software. Troubleshooting and problem-solving in a software/helpdesk environment will be your kung-fu. You'll have some familiarity with common ticketing systems (e.g., Zendesk, Jira, Freshdesk). Comfortable with a range of applications within the Microsoft Office 365 family. Will possess a high degree of technical proficiency in supporting software applications, along with a solid understanding of the Windows/Windows Server operating systems, networking and ideally, some database experience. Telepathy aside, you'll possess excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. You'll come pre-loaded with experience of remote desktop support tools to assist users directly. You can multi-task, with a finely honed ability to manage multiple support cases simultaneously, maintaining strong attention to detail. Customer-centric mindset with a passion for delivering exceptional service.

Personal attributes you'll ideally possess:

A desire to constantly learn and improve. A team player but solo artist. A great sense of humour. An inquisitive nature. Patient and empathetic. Strong organisational and time management skills. Analytical and creative thinker. Excellent verbal and written communication skills. Great English and maths skills.

Education:

GCSE grade 5 or above in English, Maths and IT Relevant IT qualification

Experience:

Minimum 1 year in a Software Helpdesk Technical support role

Work location:

Office based (Hull) Monday to Friday (9AM - 5PM with 1 hour for lunch) Occasional weekend work may be required
Job Types: Full-time, Permanent

Pay: 23,000.00 per year

Benefits:

Casual dress On-site parking
Schedule:

Monday to Friday
Ability to commute/relocate:

Kingston upon Hull HU9 1RP: reliably commute or plan to relocate before starting work (required)
Experience:

Help desk: 1 year (required)
Work Location: In person

Application deadline: 22/06/2025
Reference ID: ANOTA/2025/HELPDESK/002
Expected start date: 01/07/2025