Senior Support Analyst

Wealth Dynamix
19 Apr 2019
24 Apr 2019
Contract Type
Full Time

Senior Support Analyst

WDX offers client lifecycle management and business intelligence solutions based on the Microsoft Dynamics platform which can be delivered either via the cloud or within existing in-house infrastructure.

WDX solutions are purpose built to address the industry challenges around conduct risk and increased demand for levels of relationship management, client service, mobile and digital communication.

Position: Senior Support Analyst
Location: Shoreditch, London
Job type: Full Time, Permanent
Salary: up to £55k per annum

About the role:

Having knowledge of both front and back end development are essential requirements for a Senior Support Analyst. This enables us to support the client with any issues they may raise. Being a full stack developer doesn’t mean that you have mastered everything required to work with both the front and back end, but it does mean that you are able to work on both sides and understand what is going on when providing support to the client on issues raised.


- Provide a weekly report to the Support Team Manager on which tickets will be worked on by all members in the team along with the proposed hours to be spent on each ticket
- Assist with technical training for other members of the team
- Analyse Zendesk tickets raised by clients and provide a resolution to the issue within a timely manner. This could be a bug fix, change request or a question from the client
- Identify whether Issues / requests raised by clients are billable or not and communicate this to the client clearly for approval
- Ensure clients are kept updated on the progress of issue resolutions in line with WDX’s Service Level Agreements
- Day to day management of own workload. Effective use of own time daily to ensure maximum output is achieved
- Follow the Release Acceptance Board’s criteria surrounding governance when organising patch releases and during the deployment of these patches
- Assist and work with other Analysts / Developers when this is required to achieve the best resolution possible

About you:

- Good knowledge of C#, .Net, JavaScript, JSON, Angular, SQL
- Experience with MS Dynamics CRM
- Able to work with clients and other developers to investigate, test and develop solutions and work arounds to resolve issues
- Good organisation skills
- Maintaining focus while managing multiple client’s priorities
- Excellent communication skills both written and verbal
- Providing cover / support for the team in the Support Managers absence

You may have experience of the following: Senior Support Analyst, Senior Analyst, Support Analyst, IT Support Manager, IT Manager, Systems Manager, Support Manager, System Support Analyst, Systems Engineer, Senior Systems Engineer, Infrastructure Manager, Network Manager, Application Support Analyst, Senior Application Support Analyst, IT Project Manager, Technical Project Manager, Helpdesk Manager, Helpdesk Team Leader, Helpdesk Team Leader, etc.

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