|Job Ref:||204718249||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||Yorkshire||City:||Leeds||Address:||Post Code:||LS7||Salary:||£25000 - £30000/annum benefits||Post Date:||02/10/2016 04:03|
Application Support Analysts|
Up to £30,000 plus benefits
Our client is an industry leader in the provision of technologically advanced solutions which help global brands transform the way they communicate with both customers and stakeholders. As a result of recently being awarded a major long-term contract, the organisation needs to appoint a number of experienced and capable Application Support Analysts.
The primary purpose of the role is to provide timely and professional technical assistance on all areas of the core business applications, utilised by a variety of both internal and high-profile external clients.
•Manage incident, tasks and feature requests using the service desk application
•Problem determination, workaround resolution, root cause analysis, major incident management.
•Respond to support incidents on the phone, through email, within the product support website and through the internal ticket system.
•Provide an exceptional level of service to external customers and adhere to the strict SLAs for response and resolution times
•Operate within published procedures for Incident, Request, Problem and Change Management, ensuring agreed business and client SLAs are met.
•Manage the logging of support requests to capture issue, assign the priority level and close tickets with clear details on cause and solution for the issues.
•Escalate incidents and requests to internal and external 3rd line teams as appropriate within the agreed procedure.
•Transition and articulate critical system and application issues to Team Leader.
•Provide excellent customer service at all times through an understanding of each customer's needs, focusing on a swift (and where possible) first time resolution to the customer
•Provide troubleshooting and debugging of client problems.
•Document 'how to' articles and knowledge bases to support customers in finding the resolution online before needing to contact the Desktop and Application Support Team.
Skills and experience required:
•Excellent analytical and problem solving skills
•Previous experience of providing support on an enterprise web application used by a 3rd party
•Good level of knowledge in querying MS SQL Server databases
•Ability to work both independently and as part of a team
•Ability to create and maintain knowledgebase articles to the highest quality and accuracy
•Excellent customer service and strong communication skills through being able to articulate technical matters at the right level to all parties involved at the time.
•Experience of communication with both external and internal clients
•Ability to interact and participate with other technology functions such as Database, Infrastructure, Development and Test Team
This is an excellent opportunity in a challenging, fast paced and dynamic business. Interested parties should apply accordingly or contact John Tilbrook in the first instance for a confidential conversation. Contact details can be found via the Newman Stewart website.
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