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Technical Support Analyst

Customer Services - Support & Training
Risk Solutions
LNR00764 Requisition #

Technical Support Analyst – Cardiff

LexisNexis is seeking a Technical Support Analyst to provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. Our teams are enthusiastic and resourceful, supporting a growing business with a stimulating and exciting roadmap.


What we do
At LexisNexis Risk Solutions, we help our clients manage customer identity, identify and combat fraud, assess risk and prevent money laundering and terrorist financing. Our ultimate aim is to facilitate safer financial transactions by helping clients to assess and manage relationship risk.

Cutting-edge technology and information solutions allow us to achieve these goals. Our proprietary big data platform supports local and global businesses in evaluating the risk associated with potential and existing customers. Worldwide risk data allows clients to flag and manage risks presented by individuals and businesses.


Main Responsibilities
As a Technical Support Analyst, you will be:
- Providing technical support for clients and colleagues across a wide variety of functions (such as Sales, Legal, Finance, Customer Support and Technology), while progressing improvements, maintaining accurate asset logs and compliance with our regulatory requirements.
- Making decisions regarding any necessary actions as a result of an incident management process and ensuring that all concerned parties are kept informed of progress.
- Ensuring the incident/ticket is worked through to satisfactory conclusion and within SLA.
- Managing the lifecycle of all incidents and escalating tickets to 2nd and 3rd line support where appropriate and act as liaison point and coordinator to ensure necessary action is taken and updates provided.
- Providing timely, accurate and effective communications around Service Operation issues to the business as well as colleagues.
- Proactive monitoring of equipment and software statuses
- Developing detailed technical and process documentation
- Managing access controls on LexisNexis systems
- Working closely with local and remote technical teams to achieve resolutions
- Monitoring systems performance and reporting on any potential capacity issues
- All other duties as assigned


Skills & Experience
- Great customer service skills and a passion for developing and maintaining relationships
- Ability to complete hardware/software installations
- Good knowledge of desktop and laptop hardware and software platforms
- MS Windows operating systems and office applications
- Previous experience working in a Service Desk/Helpdesk environment Preferred
- Basic experience of Active Directory user and group administration, group policies and an understanding of share permissions
- Understanding of software monitoring tools
- Previous use of knowledge base and project tracking tools such as Confluence and Jira
- Strong communication skills, both written and verbal
- Self-motivated and conscientious with an eye for detail Essential
- Good problem-solving skills
- Good organisational skills
- Experience within Regulated Services industry


We’re a superb company to work for, with great people, world class technology, market leading products, a culture of innovation and collaboration, and superb career prospects


At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of FTS 100, RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries.


LexisNexis is an equal opportunities employer and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age.

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