Support Analyst

THE OPPORTUNITY

Apollo enables data-driven success through the centralised collection of data, the formation of information as our single source of truth and the exposing of insights for decision making.

The SUPPORT ANALYST plays a critical role that ensures the health of our systems. They are the primary individual responsible for resolving issues, reacting to alerts and triaging reports of unexpected behaviour - often addressing the root cause too. The SUPPORT ANALYST works alongside both our engineering and analytics teams and their work is both proactive and reactive. They are technically minded, highly organised and a fast worker.

The SUPPORT ANALYST is exposed to both our user’s worlds and the intricacies of how the system works. This allows them to develop an unrivalled intuition which they apply aptly to resolving problems under time pressure. They are also insightful about what capabilities or UX changes would lead to a better experience for our users.

This role is an excellent opportunity for a self-starter, who is highly interested in technology within the marketing/advertising domain and thrives in a customer-facing fast-paced environment.

WHAT YOU’LL BE DOING:

• Be accountable for having sight of all known issues at any point in time and able to give an account of their impact and severity
• Be responsible for thoroughly investigating issues and taking appropriate and accurate remediation measures to resolve and verifying the resolution
• Be responsible for completing proactive checks across all defined system monitoring protocols on a daily basis
• Be responsible for reacting to alerts, triaging issues and escalating where necessary
• Be responsible for promptly acknowledging all user tickets relating to issues
• Be responsible for ensuring both operational and technical processes are fully adhered to
• Be responsible for conducting analysis using appropriate tools (SQL, Excel) to reach accurate, reproducible conclusions quickly
• Be responsible for building rapport with users through empathetic, patient communications
• Be responsible for prompt, regular and consistent communications at all times
• Be responsible for ensuring issues are effectively prioritised based on severity and impact
• Be responsible for ensuring any tasks that will not be complete due to capacity/availability are delegated out so the system health is not compromised
• Be responsible for delivering high quality work that adheres to our processes, especially across the platform configurations that fall under ownership of this role
• Support the technical operations director with the development of operational process, population of documentation and production of training materials

ESSENTIAL SKILLS

• To be extremely organised
• To be a fast and efficient worker
• To have excellent attention to detail
• To be a good communicator
• Excellent data analysis skills - basic SQL experience in addition to spreadsheet fluency, is desired

DESIRBALE SKILLS

• 1-2 years experience as a SUPPORT ANALYST on a user-facing technology product
• Either self-taught or experience-gained basic engineering skills - perhaps evidenced through a pet project on a GitHub profile
• Experience with a ticketing system and alert notifications

WHAT TO EXPECT FROM US:

Working at Medialab comes with lots of perks including all the usual things you would expect, such as a competitive salary package, workplace pension, season ticket loans, cycle to work schemes, weekly social events and big summer / Christmas parties.

On top of that, we offer some extra staff incentives which make life at Medialab even more rewarding:

• 22 days holiday, (including office closure between Christmas and New Year)
• Additional 3 days for long service
• Birthday day off
• Day off for Mental Health Awareness
• Holiday buying scheme
• Hybrid working between office and home
• Flexi-hours
• Work abroad scheme
• Private Medical Insurance
• Health Cash Plan
• Life Assurance
• Discounted Gym Membership
• Retail discounts
• Quarterly reviews to enhance career progression
• Continuous professional development and training - CPD Gold accreditation by the IPA
• Long service rewards including a long weekend/week away at Medialab’s expense
• Charity volunteering days
• Free access to Health and Wellbeing Apps.
• Free professional counselling.
• Access to Mental Health Allies (1 in 10 employees are trained in Mental Health First Aid).
• A whole host of wellbeing support, as part of our Commitment to Mind’s Mental Health at work standards.
• Enhanced parental leave pay for new parents
• A whole host of wellbeing support, as part of our Commitment to Mind’s Mental Health at work standards.
• A diverse and inclusive culture where everyone has opportunities to engage in open and honest dialogue and hear from inspirational guest speakers though our regular ‘Together We Stand’ open forum.
• Commitment to sustainability through our partnership with FuturePlus

WHO WE ARE

Medialab is the UK’s leading independent media agency, and one of the fastest growing. We’re a Media agency that’s made differently. Purpose-led, data-driven, founder-run and proudly independent. Our independence means we can focus 100% on doing the right thing to secure success for our clients and our brilliant people. Offering media, marketing, digital and data services to a wide variety of clients who we are trusted to deliver success for, including SunLife, Laithwaites Wine, EMMA, National Trust, Mind, Guide Dogs, Alzheimer’s Society, RLNI and Clearscore.

We’re a team of 120 people (and growing), based near Oxford Circus and our people-first, purpose-driven culture has been a key part of our success. Our entrepreneurial spirit means success is rewarded and there are no limits to what you can achieve, as shown by continuously climbing the ranks of Campaign’s ‘Best Places to work’ table, year on year, and being the only agency to achieve ‘Gold’ in Mind’s Workplace Wellbeing Index 2022.

Fundamentally, we believe the best business decisions are made when they are informed by data. Data is our heritage and has been at the heart of our business since inception over sixteen years ago. We encourage, educate and help clients to use data in the most insightful way, to plan and buy across all media channels and deliver the right media solutions for business success.