Application Support Analyst

Recruiter
East Midlands Technology
Location
Nottingham
Salary
20000.0000
Posted
18 May 2017
Closes
17 Jun 2017
Contract Type
Permanent
Hours
Full Time
I'm currently working with a Software Company who specialise in providing end to end solutions based in Nottingham.

They have a global presence in the Market place and employ over 250 people across their operations.

NOTTINGHAM / PERM / SQL / ITIL / HORNBILL SUPPORTWORKS / £20,000 - £24,000 / 12 MONTHS FIXED TERM (HOPE TO BE EXTENDED IF YOU PERFORM WELL)


Job Description

To be part of a team of analysts who are responsible for resolving customer issues with the businesses product set (including 3rd party applications).

Providing accurate knowledge base articles and troubleshooting steps to ensure that as many issues as possible are resolved at the first point of contact.

Building and Maintaining relations with customers through an understanding of the business products and the Customer’s environment via multiple engagement routes.

NOTTINGHAM / PERM / SQL / ITIL / HORNBILL SUPPORTWORKS / £20,000 - £24,000 / 12 MONTHS FIXED TERM (HOPE TO BE EXTENDED IF YOU PERFORM WELL)


Person Specification

• Familiarity with using ITIL based call management systems (Hornbill Supportworks)
• ITIL Qualified to at least Foundations Level
• Experienced in demanding service based environment
• Ability to prioritise own workload and adjust to changing priorities
• Experience of supporting large inter relational databases and web based applications
• Able to work to and meet strictly imposed deadlines.
• Highly organised individual
• Problem solver, with a structured, methodological approach, willing to take ownership of challenging situations
• Verbal Communication: Be able to calmly and rationally talk to customers in a stressful environment to be able to gather all information necessary to understand their issue and empathise with the level of difficulty this is causing.
• SQL scripting skills used to query database using select statements.
• Written Communication: Be able to produce high quality knowledge based documentation, providing troubleshooting steps and solutions.
• Previous Experience of Application Support (preferably for the organization that wrote the software)
• Problem solver, willing to take ownership of challenging situations
• Highly customer focused
• Must have a positive “can do” attitude showing resourcefulness
• Can work independently under own initiative but happy to work under direction


NOTTINGHAM / PERM / SQL / ITIL / HORNBILL SUPPORTWORKS / £20,000 - £24,000 / 12 MONTHS FIXED TERM (HOPE TO BE EXTENDED IF YOU PERFORM WELL)


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