Application Support Analyst

  • Permanent
  • Bath, South West
  • Posted 12th June 2019
  • £27500.00 - £30000.00 per Annum + 25 days, Pension, Healthcare
  • Ref: 85624
Application Support Analyst required by market leading, award winning professional services organisation based in Bath. The Application Support Analyst will report to the Service Desk Manager and will be responsible for supporting our clients 600+ customers with high quality support remotely and during regular site visits. You will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the Service Desk Management solution.

The post holder will combine their technical and interpersonal skills to undertake the resolution of assigned tickets, maintaining customer satisfaction through proactive updates and troubleshooting. You must be confident in the diagnosis and troubleshooting of software related issues.

Primary focus:

*Resolve Issues: resolution of incidents and service requests as escalated by Service Analysts via the Service Desk Management solution.
*Serving as a point of contact between 3rd line teams, the Service Desk and its customers
*Assist 3rd Line: working under the direction of 3rd line, assist in the design, test and deployment of applications
*ITIL: working with the SDM and 3rd line teams to design ITIL processes for Problem, Change and Release Management
*Team Coaching & Mentoring: develop and coach team members to improve performance and delivery of service

Key Responsibilities

*Troubleshooting and repair software issues
*Ability to learn and master new software
*Assist 3rd line and project teams in the migration to new software platforms
*Serve as a point of contact between 3rd line teams and Service Desk customers to enable resolution of application issues
*Provide 3rd line teams with feedback of problems experienced by Service Desk customers
*Assist 3rd line teams with testing new or upgraded software in test environment
*Assist Training Team in the design, delivery and improvement of software application training
*Develop and coach team members to improve performance and delivery of service
*Ensure technical and procedural documentation is accurate, including knowledge base
*Escalation point for customers and Service Analysts, escalating to SDM when necessary
*Maintaining daily communications with customers to ensure follow up and resolution of tickets
*Inclusion in Service Desk and out of hours rota.

Required experience
*Minimum 5 years' experience in a similar IT role
*Excellent level of knowledge of IT technologies and processes
*Experience of call logging technology and processes
*Experience of working to SLAs in a similar environment
*Relevant ITIL qualification
*Excellent customer service skills and good written and verbal communications skills

*Ability to troubleshoot and determine software application issues
*Experience supporting software packages other than Microsoft Office
*Technical understanding of Windows 7/10, Active Directory, Group Policy, Exchange and Office 365 application suite
*Citrix and network principles
*Valid driver's licence

The successful Application Support Analyst will begin on a salary between £27500-30,000 p/a plus an excellent benefits package which includes 25 Days holiday, Life Assurance, Group Personal Pension Plan, Health Care Cash Plan, Childcare Voucher Scheme, Employee Assistance Programme, Cycle to Work Scheme , Referral Bonus Scheme, £50 Birthday Bonus and a Season Ticket Loan (interest free) up to £10,000 to name but a few.

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