Software Support Analyst

"The best part about working at TPP is the fact that you never know what is going to happen in the day as the job is so diverse."

I’ve been working on the Software Support Analyst team since it was created just over two years ago. Originally, we took basic training queries from our direct end users, who we provide first line support to. As we grew, we started receiving calls from other helpdesks for the users we provide second line support to. Queries ranged from a training issue to a system bug, which we would then work with our analyst or development teams to resolve. We now take up to 350 calls a day.

Currently, we provide first line support for system users and second or third line support to helpdesks all over the country. We are always learning, as we speak to users on different modules of the system and we share new learns with the team.

I currently work on supplying monthly reports to our trusts, which include call stats, system availability and staff activity. I am often involved in having conference calls with the trusts to ensure they are happy with the data supplied and discuss any issues. I’m also involved in making configuration changes to the system and ensuring that the changes we make will not have a negative impact on our users. The job role is constantly changing as we are trusted to do different work every day. We are now involved in attending external meetings and working closely with the different teams in the company.

The Software Support Analyst team is a great team to be a part of and we are all very supportive of one another. We can always rely on each other if we need any help or if we need some time to understand and work on an issue. The job can be challenging at times but that is what makes it so interesting! The best part about working at TPP is the fact that you never know what is going to happen in the day as the job is so diverse. Everyone is very friendly and always happy to help. There are so many opportunities at this company and good work is always recognised.

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