Accounts Support Analyst

What you’ll be doing:

  • You are expected to gain a good understanding of Partner for Windows Accounts and Legal Aid functionality and provide support on this.
  • Ensure the support line is picked up quickly and answered as described in our best practice document, never leave the support line ringing if not on the phone at the time.
  • Ensuring Support calls are handled within the targets set by the Head of Global Support and our ISO framework.
  • Our core applications use a Microsoft SQL database. As such, you are expected within the role to learn Microsoft SQL syntax and Microsoft SQL Server to a high level.
  • Clients are expected to get regular updates on their active call logs and any required update to be responded to within the ISO standards and targets.
  • Liaising with the client is primarily by phone or email if phone contact is not possible. You are expected to ensure the support incidents on the system are kept updated so they reflect an accurate representation of the communication you have had with the client and the current state of the call. This is so that your call could be taken on by another of the team without requiring further input from yourself.
  • All communication within Tikit whether to clients or colleagues should be professional with a high standard of written and spoken English.
  • Absolutely no slang or shortening of words is acceptable in any communication.
  • You are expected to continually develop your understanding of the products and use your own initiative to do this. Training requirements should be highlighted to your line manager.
  • In the event of an issue being identified as software fault you are expected to raise the necessary documentation and support QA where appropriate.
  • The company adopts an appraisal system which you will take part in and ensure you give useful feedback to your line manager.
  • Remain courteous to the client and any area of concern is highlighted to your line manager.
  • From time to time you will receive internal communications (such as surveys), you are expected to provide input into this and fill out honestly.
  • To fit in with the shift patterns agreed within the team (8:00am to 4.30pm & 9:00am to 5:30pm)). You are expected to ensure you are at your desk and ready to work to fit in line with the appropriate time.
  • From time to time it is likely members of the team will be required to do remote support and be on call for clients out of hours and at the weekend. This is compensated at an appropriate overtime charge.
  • You are expected to follow the procedures for data handling when dealing with clients data, clients data should be treated with the strictest confidentiality and must not be disclosed outside of those within the company requiring the information to resolve the issue.
    • When running any changes to live data you will ensure a suitable backup of the data is taken.
    • Where consultancy or chargeable work is identified you will liaise with Sales and/or consultancy.
  • It is expected that you will handle a wide variety of calls and be always happy to take calls off the support queue regardless of complexity.
  • You are expected to be at your desk, ready and fit for work for your contractual start time.
  • Ensure your line manager is made aware of any potential serious issues and kept updated on any issue that has been escalated.

Skills & qualifications:

Essential

  • Accounting related qualification.
  • GCSE’s (A – C grade) in English and Maths.
  • A Levels or equivalent in Maths/Accounting and IT would be an advantage.
  • Should be competent in Microsoft Office Suite; notably MS Excel

Desirable

  • Have a strong interest accounting/legal accounting. Accounting qualifications from an accredited body would be an advantage
  • Undergraduate degree in a computing
  • Knowledge of other Microsoft products would be an advantage.
  • At least 1 years’ experience in an Accounts or IT Environment either as part of a placement year or as a previous role.
  • Ability to work on own initiative and seek assistance appropriately when required.
  • Good telephone manner with excellent, clear communication and interpersonal skills.
  • Previous experience of Partner for Windows or other Legal Accounts Package
  • Experience of SQL databases would be an advantage.
  • Ability to nurture a positive image of the company and to adhere and positively contribute to the companies rules, regulations, processes, ethos and culture.

Working Relationships

  • Experience of client relationships, confidence and presence to deal with clients at all levels as appropriately.
  • The candidate will be expected to balance the duties of their role and requests from management.
  • Will be expected to adopt priorities and engage in activities which promote the effective working of the whole team.
  • Set a positive and professional example to all colleagues, Tikit partners and customers. To develop a positive and trusted relationship with all departments across Tikit.

Personal Attributes

  • Ability to work on own initiative and seek assistance appropriately when required.
  • Good telephone manner with excellent, clear communication and interpersonal skills
  • A strong desire to improve our customer satisfaction scores.
  • Ability to nurture a positive image of the company and to adhere and positively contribute to the companies rules, regulations, processes, ethos and culture.

Desirable

  • Have a strong interest accounting/legal accounting. Accounting qualifications from an accredited body would be an advantage
  • Undergraduate degree in a computing
  • Knowledge of other Microsoft products would be an advantage.
  • At least 1 years’ experience in an Accounts or IT Environment either as part of a placement year or as a previous role.
  • Ability to work on own initiative and seek assistance appropriately when required.
  • Good telephone manner with excellent, clear communication and interpersonal skills.
  • Previous experience of Partner for Windows or other Legal Accounts Package
  • Experience of SQL databases would be an advantage.
  • Ability to nurture a positive image of the company and to adhere and positively contribute to the companies rules, regulations, processes, ethos and culture.

Working Relationships

  • Experience of client relationships, confidence and presence to deal with clients at all levels as appropriately.
  • The candidate will be expected to balance the duties of their role and requests from management.
  • Will be expected to adopt priorities and engage in activities which promote the effective working of the whole team.
  • Set a positive and professional example to all colleagues, Tikit partners and customers. To develop a positive and trusted relationship with all departments across Tikit.

Personal Attributes

  • Ability to work on own initiative and seek assistance appropriately when required.
  • Good telephone manner with excellent, clear communication and interpersonal skills
  • A strong desire to improve our customer satisfaction scores.
  • Ability to nurture a positive image of the company and to adhere and positively contribute to the companies rules, regulations, processes, ethos and culture.