IT Support

🌟 We’re Hiring: Junior Support Analyst at Axiell Are you early in your tech career and excited to grow in a customer-focused support role? Do you enjoy solving problems, learning new systems, and helping users succeed? Join Axiell and become part of a team dedicated to supporting the world of culture, knowledge, and information management. About the Role As a Junior Support Analyst, you will support the Axiell ALM product suite and associated third-party applications. You’ll help customers resolve technical issues, communicate clearly and professionally, and ensure exceptional service delivery within agreed SLAs. What You’ll Do Provide support for Axiell products, helping diagnose and resolve customer issues. Analyse and document bugs, including the ability to demonstrate them to our development team. Identify enhancement requests and accurately categorise customer feedback. Recognise opportunities for additional products or services and relay them to the sales team. Build strong, positive relationships with customers through consistent and clear communication. Take full ownership of support tickets, keeping customers updated and meeting SLA targets. Monitor Hornbill tickets and escalate issues to the Team Leader or Manager when necessary. Provide phone coverage for the ALM Service Desk. Participate in team meetings and progress updates. Prioritise your workload effectively in a dynamic support environment. What You Bring Strong organizational skills with the ability to meet deadlines. Excellent verbal and written communication skills in English. A customer-focused mindset with empathy and professionalism. A structured, methodical approach to problem solving. Self-motivation, resourcefulness, and willingness to take ownership of challenges. Ability to work independently as well as collaboratively within a team. Desirable Skills Good command of German. Interest or experience in libraries, archives, or museums. If you’re looking for an opportunity to grow your technical support career while making a real impact for customers, we’d love to hear from you. Please note that our recruitment process might take a little longer than usual due to the holiday season—but don’t let that stop you. Send in your application today and start the new year with an exciting opportunity!

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