Application Support Analyst – Software House

13 July 2021
Doncaster, United Kingdom
Job Type


An experienced Application Support Analyst is sought by a leading software provider based just outside of Doncaster to co-ordinate the work of a small team of support technicians in the delivery and provision of first and second tier software support to customers.

Main purpose:
Reporting to the Operations Director your role will be to co-ordinate the work of our support team in the delivery and provision of first and second tier software support to customers.

To coordinate the implementation of new systems and after care support, including training and ongoing account management.

Role of the Support Team
The support team provides an implementation service and vital front line support, maintenance, help and training to customers and users who have purchased the Company products and support contracts. This is achieved through various ways including telephone, remote access, email, the Company website, onsite visits and provision of training courses.

Key Duties and Responsibilities

  • Co-ordinate the day to day operation of the support function
  • Manage customer expectations, ensuring all customer queries are dealt with promptly and within appropriate time scales
  • Coordinate after sales support and training.
  • Ensure customers and users are informed of updates, resolved issues and bug fixes
  • Account Management
  • Liaise with internal product developers
  • Analyse call logs to identify trends and underlying issues
  • Attend exhibitions and involvement in company marketing
  • Attend meetings as necessary to perform duties and aid business development
  • To help plan the implementation of new sales and software upgrades and to liaise with team members and other departments to ensure a professional customer experience

Essential Skills, Knowledge and Experience:

  • Good knowledge and understanding of SQL is essential to this role
  • Team player with relevant software support experience
  • We are looking for someone with strong customer service skills and confident dealing with customer queries
  • Some team leadership of a small team or managing projects
  • Effective communication skills via telephone, email and letter
  • Excellent organisational skills with the ability to plan and prioritise work to meet deadlines
  • A positive, friendly telephone manner and good interpersonal skills
  • Experience of using reporting tools
  • Be familiar with web based systems and Microsoft Office

Person Specification – Application Support Analyst
·         Degree level/BTEC/HND or the equivalent
·         Experience of working in a similar role (essential)
·         Experience of working within travel/tourism (desirable)
·         Experience of using data base and reporting tools (essential)
·         Team leadership (essential)
·         managing projects (desirable)
·         Good knowledge of SQL, Web based systems and Microsoft Office
Essential Skills & Competencies:
·         Good interpersonal and communication skills
·         Ability to organise and prioritise the workload  and meet tight deadlines
·         Ability to work flexibly
·         Be a team player
·         Be thorough and precise in their work
Personal Attributes:
·         Self-motivated
·         Ability to make decisions and use own initiative
·         Creative, comes up with ideas
·         Respectful and have the ability to relate to a range of customer support needs
·         Troubleshooting and problem solving
·         Ability to analyse information and data
Salary & Benefits:

  • Circa 30K (dependent on skills, knowledge and experience)
  • Free Secure Parking
  • Pension Scheme
  • Hours of Work: 09:00-17:30 Monday – Friday. Occasional flexi-hours may be required

SQL| 1st line and 2nd line software support | technical support| customer service

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