Application Support Analyst

Reference

R4TADRE200618

Consultant

Anita Dale

Location

South Yorkshire

Category

IT & Telecommunications

Benefits

Pension, free parking

Start Date

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.

 

The Role:

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.

Reporting to the Operations Director, as the Application Support Analyst you will coordinate high quality after care support, including training and ongoing account management.

 

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 attend and where appropriate deliver training courses
  • 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

 

The successful Application Support Engineer will demonstrate:

  • Qualified to Degree/HND level or equivalent
  • Strong working knowledge of SQL is essential
  • Experienced in the use of web based systems and Microsoft Office
  • Experience of using reporting tools
  • Team player with relevant experience
  • 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
  • Strong customer service skills and confidence in dealing with customer queries are essential

 

Benefits:

  • £20,000 – 24,000 salary dependent on experience
  • Free Secure Parking
  • Pension Scheme.
  • 09:00-17:30 Monday – Friday (occasional flexi-hours may be required)

Application Support Analyst

Doncaster, South Yorkshire

£20,000 – £24,000 + benefits

IT Support – Service Desk – Support Analyst – Support Team Leader – Application Support – 1st Line Support – First Line Support – Software Support – Support Engineer

Town/City

Doncaster

Region

South Yorkshire

Country

United Kingdom

Salary:

21000 - 30000

Job Type:

Permanent

Hours:

Full Time

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