Application Support Analyst

Eden Scott
£20000 - £24000 per annum + Excellent benefits package
09 Nov 2017
15 Nov 2017
Contract Type
Full Time
Eden Scott's established client based in Edinburgh city centre is looking to recruit an experienced Application Support Analyst to join their existing team. Working in this busy and fast moving environment you will provide timely, accurate solutions to customer requests, and exceed team performance targets. Responsibilities: Advise clients on the correct use of the software Meet team and individual targets and SLA's Take ownership of calls, emails and customer and 3rd party queries Complete all allocated tasks on a daily basis Accurate recording of all actions and advice in CRM Create and/or refer to appropriate articles when resolving cases Ensure customer and 3rdparty clients are kept informed of the progress of cases in a timely manner Identify hardware problems and ensure they are referred as appropriate Book appropriate courtesy/follow up calls Identify and escalate customer/3rd party complaints in a timely manner Identify value added product opportunities and refer to sales department Proactively learn new software features and products Responds promptly to requests for assistance from other departments within SOE Ideal candidate: Previous support experience, (not Desktop Support). SQL Server experience Someone who has previous experience of supporting customers on applications - not Microsoft applications but critical applications used by either internal or external customers. Experience of queue management techniques and great customer service skills. Full training will be provided on the application and associated modules to be supported, plus there will be scope for additional cross training into other practice management systems. Flexibility to meet shift requirements will be required from 8am to 6pm