Application Support Analyst
Robert Half are working with a growing FinTech software house in the Leciester area to recruit an Application Support Analyst on a permanent basis.
Job Responsibilities
- To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.
- Manage escalated 1st Line queries, provide them with guidance on technical queries
- Escalate where necessary to Development after comprehensive analysis is completed.
- To ensure all customer interactions are recorded on the Helpdesk System.
- To prioritise own workload, multi-task and manage own time effectively.
- To understand the priority levels for calls through to the Helpdesk and ensure that the escalation process is followed accordingly
- Keep up to date with changes to their software and capture potential issues/flaws, raising these through the relevant channels
- Be able to confidently produce bespoke reporting for customers, internal staff and 3rd parties
- To fully understand the needs of the end users and come up with solutions to their needs.
- To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues
- Ensure solutions to common issues are recorded on the knowledge base.
- Review all available information prior to raising with Development, for example SP's, database entries and configuration
- Work with QA to troubleshoot/reproduce complex issues
Skills/experience
- Customer service experience
- SQL knowledge
- Excellent telephone manner
- Technical understanding
- Organisational and planning skills
- Able to work under pressure
- Self-motivated and pro-active
Salary/Package
- £22,000-£25,000
- 25 days annual leave + bank holidays
- Hybrid working - 2 days on site as standard
- Healthcare scheme
- Pension scheme
- Access to Perkbox discounts
Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.co.uk/legal-information/privacy-notice.
Security alert: scammers are currently targeting jobseekers. Robert Half do not ask candidates for a fee or request candidates to send applications through instant messaging services such as WhatsApp or Telegram. Learn how to protect yourself by visiting our website: roberthalf.co.uk/fraud-alert
Reference: 2636782821
Application Support Analyst
Posted on Sep 6, 2023 by Robert Half
Robert Half are working with a growing FinTech software house in the Leciester area to recruit an Application Support Analyst on a permanent basis.
Job Responsibilities
- To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.
- Manage escalated 1st Line queries, provide them with guidance on technical queries
- Escalate where necessary to Development after comprehensive analysis is completed.
- To ensure all customer interactions are recorded on the Helpdesk System.
- To prioritise own workload, multi-task and manage own time effectively.
- To understand the priority levels for calls through to the Helpdesk and ensure that the escalation process is followed accordingly
- Keep up to date with changes to their software and capture potential issues/flaws, raising these through the relevant channels
- Be able to confidently produce bespoke reporting for customers, internal staff and 3rd parties
- To fully understand the needs of the end users and come up with solutions to their needs.
- To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues
- Ensure solutions to common issues are recorded on the knowledge base.
- Review all available information prior to raising with Development, for example SP's, database entries and configuration
- Work with QA to troubleshoot/reproduce complex issues
Skills/experience
- Customer service experience
- SQL knowledge
- Excellent telephone manner
- Technical understanding
- Organisational and planning skills
- Able to work under pressure
- Self-motivated and pro-active
Salary/Package
- £22,000-£25,000
- 25 days annual leave + bank holidays
- Hybrid working - 2 days on site as standard
- Healthcare scheme
- Pension scheme
- Access to Perkbox discounts
Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.co.uk/legal-information/privacy-notice.
Security alert: scammers are currently targeting jobseekers. Robert Half do not ask candidates for a fee or request candidates to send applications through instant messaging services such as WhatsApp or Telegram. Learn how to protect yourself by visiting our website: roberthalf.co.uk/fraud-alert
Reference: 2636782821
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