Customer Service & Operations
Technical Support Analyst

  • Brand: LexisNexis Risk Solutions
  • Location: Cardiff, Vale of Glamorgan, United Kingdom
  • Contract Type: Regular
  • Schedule: 37.5
  • Job ID: R22481

Technical Support Analyst– Cardiff

Why work for LexisNexis Risk Solutions

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. That is why here, you will have the freedom to drive change, the trust to find your path, and the space to explore more.

The Risk Solutions Customer Support Teams’ primary focus is to provide the highest quality service to support our clients. As the first point of contact for our customers, the team play a critical part in providing our customers with an excellent first impression of doing business with usThe team own the SLAs around incidents; meaning issues must be ticketed, investigated and, where necessary, escalated following those timeframes. We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working.

Culture is extremely important to us, we value trust, empowerment and support & the successful candidate will benefit from these within the role. The expectation will be for the Candidate to ensure that this culture is shared throughout the team

Accountabilities

  • Providing technical support for clients and colleagues across a wide variety of functions 

  • 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.

  • Developing detailed technical and process documentation

  • Working closely with local and remote technical teams to achieve resolutions

  • Monitoring systems performance and reporting on any potential capacity issues

Essential Skills and Attributes

  • Great customer service skills and a passion for developing and maintaining relationships

  • Ability to complete hardware/software installations

  • Experience of using SQL

  • MS Windows operating systems and office applications

  • Previous experience working in a Service Desk/Helpdesk environment

  • Basic experience of Active Directory user and group administration, group policies and an understanding of share permissions

  • Understanding of software monitoring tools

  • Strong communication skills, both written and verbal

  • Self-motivated and conscientious with an eye for detail Essential

  • Good problem-solving and organisational skills

  • Experience within the Regulated Services industry

  • A clear focus on the customer, both internal and external

We’re a superb company to work for, with great people and proud to celebrate difference. We all have different skills, experience and backgrounds and we strive to have a friendly and inclusive culture where you can be yourself. We take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future.

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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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact

1-855- 833- 5120  or accommodations@relx.com.

EEO is the Law. EEO is the Law Supplement. Pay Transparency.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact

1-855- 833- 5120  or accommodations@relx.com.

EEO is the Law. EEO is the Law Supplement. Pay Transparency.