Application Support Analyst
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| Job Type | Permanent |
| Area | Maidstone, United KingdomHomebased, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | LH10359 |
- Description
Salary: up to £35,000
The team provide support for the configuration and use of their bespoke system, which also integrates into a number of standalone products across the company’s product suite. The support team consists of 1st and 2nd line support.
The Support Analyst will be responsible for technically supporting the product as well as working with the 3rd Line and Development Team(s) when required to ensure they operate to a set of standard processes and apply a consistent approach to supporting their customer base.
The post-holder may often be in direct contact with customers and will be responsible for the prioritisation of issues ensuring customers’ needs are met from a support and SLA perspective. They will be expected to work to tight timescales and accurately update customers as to the status of their issues maintaining attention to detail. The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers.
Duties and Responsibilities:
· Manage the support of customer issues using the company ITSM tool, JIRA
· Investigate incidents and replicate problems, gathering the necessary information
· Use initiative to process and prioritise faults according to incident type and in line with SLA
· Escalate any issues in advance of an SLA breach whilst retaining ownership
· To monitor support mailboxes and action any incoming mail
· Author knowledge-based articles for both internal staff and customers
· Ensure ITIL processes are followed for all incidents
· Attend meetings as required, these may be in other offices from time to time
Skills and Experience:
Mandatory Skills
The post holder must have knowledge / experience of:
· Working within a Service Desk environment for a minimum of 2 years
· Able to familiarise quickly with a new specific software product
· Secure data handling - Data protection/Informational Governance awareness
· Providing user guidance
· Troubleshooting/replicating issues (Web, iOS/Android, local client)
· Identifying issues for escalation
· Monitoring releases and updating outstanding issues affected by them
· Managing incoming enquires (calls/emails) and first line support tickets
· Providing good customer service, manage expectations
· Great communication skills (oral/written) for customers and internal teams (developers, integrated product teams)
· Self-motivated ability to work independently or work as part of a team
· Good time management
· Ability to prioritise and assess incident severity/priority in line with SLA’s
· Attention to detail
· Microsoft office skills
Desirable Skills
It is desirable for the post-holder to have knowledge / experience of:
· Agile software development
· JIRA and Confluence
· Software testing
· Basic understanding of SQL, databases
· iOS /Android
· Cloud-based solutions such as Microsoft Azure
· ITIL 4.0 Foundation
Job Title: Support Analyst
Location: Maidstone, Kent – Hybrid role 2 days a week working from home
Salary: up to £35,000
Job Type: Permanent
Job Reference: LH10359
Wilde Associates is working in the capacity of an Employment Agency for this role
