Technical Support Analyst

  • Northgate Public Services
  • Alderley Edge, UK
  • Jul 31, 2019
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NPS provide market leading Document Management solutions to mostly Local Government but also Central Government, Health and the Private Sector. Over 200 customers and 120,000 users utilise our Document Management software (Information@Work) and you will be part of the team providing technical support to those customers and internal teams. 
The EDRM Development and Support team is at the heart of our Local Government Technology team and its use of agile, innovative working practices and technology have helped to inform the technical strategy throughout the business. As part of this exciting, forward thinking team you would be trained and offered opportunities to build technical skills that blur the lines between end-user and technical support as a Technical Support Analyst.
The Technical Support Analyst will work with other Support Analysts, Developers, and Architects under the general supervision of a Support Manager.
The main functions and skills of a Technical Support Analysts are:

  • Work directly as part of the support team to ensure that all problems are resolved, solutions are clearly documented and issues that need additional focus are escalated urgently, especially when it will impact SLA timelines
  • Use technical knowledge to aid with technical investigations, workarounds and patches, where skills exist
  • Self-motivated and persistent with a desire to learn and enjoys helping people
  • Ability to make decisions and take ownership
  • Strong oral and written communication skills
  • Excellent attention to detail
  • Willing to challenge and improve existing processes and practices
  • Proactive and forward thinking to stop incidents occurring
  • Capability to multi-task and balance complex customer and internal priorities
  • Exhibit empathy and patience during interactions with customers
  • Demonstrate solid analytical and lateral thinking skills
  • Capable of communicating to technical and non-technical staff unambiguously at all levels with respect to support calls
  • Recreate scenarios on internal test environments to provide evidence of defects
  • Connect to customer sites to undertake investigations, ensuring that NPS and customer policies regarding data and security are adhered to
  • Provide feedback into product team for future improvement
  • Identify and support incident prioritisation
  • Maintain and improve product and technical knowledge


You’ll be working as part of a wider distributed team with members based both in the UK and in Mumbai. Whilst face to face meetings will be required from time to time (UK) this role offers the ability to work from home providing flexibility for you and NPS. 

In order to support home working the following will be required:

  • You have an environment suitable for homeworking, away from distractions
  • You have a suitable high-speed broadband (the company will provide a contribution of up to £10 a month towards this paid via expenses with relevant receipts)
  • You are fully available between the agreed working hours
  • The environment is secure and adheres to NPS polices on security ensuring the safety of NPS equipment and customer data

From time to time we will require face to face meetings and the ability to hand over equipment to other Support Analysts and staff. It is therefore desirable that you live within a reasonable travelling distance from either our Alderley Edge or Nottingham Bulwell offices to facilitate those meetings. 



  • Knowledge of using Microsoft technology (Office, Windows)
  • Knowledge of Microsoft Development tools and programming
  • Ability to use databases, ideally SQL Server
  • Ability to debug software


  • Experience of working in a support function
  • C# programming
  • Powershell
  • Understanding of ITIL
  • Working in Local Government
  • Working with Document Management systems
  • Use of Information@Work

Additional Information

Employees of Northgate Public Services are entitled to the following Company funded benefits: Single Private Medical Cover (with the option to select family cover at an additional cost)

25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days 4 x basic salary life assurance cover

A Group Pension Plan with fantastic employer contributions

A selection of tax efficient flexible benefits to suit your individual needs This role offers a competitive salary. 


Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD. 

Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.

Experience level of the applicant we want

Some work experience, Graduate