Application Support Analyst

Recruiter
Chancellors Group of Estate Agents Ltd
Location
Bracknell, UK
Salary
Competitive
Posted
30 Aug 2019
Closes
09 Sep 2019
Ref
1192988174
Contract Type
Permanent
Hours
Full Time
As an Application Support Analyst, you will be responsible for providing application support to our end-users via phone, email and our in-house helpdesk solution. Working in a fast-paced environment, your analytical and problem-solving skills will be thoroughly put to the test diagnosing and resolving issues across all of our systems; both internal and third-party solutions.

By supporting our business-critical systems, the ideal candidate will have excellent attention to detail, a passion for understanding how things work, a strong desire to analyse and document the root cause of issues, as well as the ability to explain technical issues in a non-technical manner.

Working closely with the Software Development Support Manager, you will be able to effectively prioritise issues, provide suitable workarounds, build and maintain our internal Knowledge Base, and recognise when issues require escalation or further investigation by the development team.

PRIMARY RESPONSIBILITIES:
  • Respond to incidents in a timely and professional manner, and proactively keep the user informed throughout the lifecycle of the incident.
  • Effectively diagnose and reproduce issues to provide detailed information on the root cause.
  • Appropriately prioritise issues and recognise when issues require escalation.
  • Document solutions and workarounds into our Knowledge Base system.
  • Create and run ad-hoc SQL queries to investigate faults, resolve data issues and provide analytical reports.

PERSONAL REQUIREMENTS:
  • Excellent problem solving and analytical skills.
  • Ability to work on own initiative and prioritise workload accordingly to effectively meet deadlines/SLAs.
  • Ability to communicate at all levels, building positive relationships with management, team members, customers and other third parties.
  • Highly motivated, driven to exceed expectations and learn new technologies.

REQUIRED SKILLS:
  • Previous experience in a support / Service Desk environment.
  • Strong IT skills, including desktop support and knowledge of Microsoft Office.
  • Experience with debugging tools such as Chrome DevTools, SQL Management Studio, SQL Profiler and Visual Studio.
  • Good understanding of C# .NET, HTML, CSS and JavaScript.
  • Good understanding of SQL - inclusive of writing SQL queries, functions, stored procedures and triggers.
  • Ability to interpret and understand log files in order to diagnose issues.
  • Excellent written and communication skills.

DESIRABLE SKILLS:
  • Strong familiarity with tools such as Trello, Zendesk, TeamViewer and Kibana.
  • Good understanding of SQL performance tuning.
  • Exposure to modern languages such as .Net Core and Node.js

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