Support Analyst

AM Recruitment
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
As the Support Engineer you will be expected to provide a range of support from desk top, remote and onsite, subject to demand

Responsibilities will include:
• Managing cases, requests and enhancements using online tools and processes
• Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner
• Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
• Problem determination, workaround resolution, root cause analysis, major incident management
• Deployment of service releases, patches, requests and customisations
• Create productive relationships with and between key stakeholders
• Ensure that solution and application support documentation is maintained to the highest quality and accuracy

• Experience of SQL in particular querying a database
• Experience of supporting a software system or product and working with a software development team.
• Experience of 1st or 2nd Line Software Support
• Understanding of ITIL.

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