Support Analyst - Finance Software

Rainford Berry Limited
Slough, UK
06 Sep 2019
18 Sep 2019
Contract Type
Full Time
Support Analyst - Finance Software

Our client, the market leading, construction specific software provider, require a Support Analyst - Finance Software to join their expanding and dedicated Customer Support Team. The primary purpose of the Support Analyst - Finance Software is to deliver a high quality and responsive support service to the company's customers for all products and applications, in line with customer SLA's and internal KPI's and OLA's.

We are looking for a focused, hard working and highly self-motivated individual who will go the extra mile for the company's clients. The Support Analyst - Finance Software will need to apply strong customer service, time management and analytical skills to the position in order to achieve the goals that the company are working towards.

Principle Accountabilities of the Support Analyst - Finance Software
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer's requirements and expectations.
  • Incidents and Service Requests are managed effectively; ensuring information is captured in the Call Management System for future reference and analysis, in line with ITIL principles.
  • Take ownership of incoming customer support requests pertaining to COINS software and perform initial investigations and diagnosis through to incident resolution.
  • Troubleshoot customer software incidents and identify root causes of software problems.
  • Fix software configuration issues and test solutions prior to customers implementing them.
  • Provide ongoing customer contact throughout life cycle of logged request providing regular customer updates.
  • Make sound judgement of logged issues to enable quick and efficient resolution or reallocation of related software incidents and defects to other technical and development departments.
  • Perform Customer account management administration duties and to effectively manage Customer expectations regarding outstanding software incidents and Coins activities to reach a satisfactory resolution.
  • Continuous maintenance of Coins Product knowledge and business awareness.
  • Work with the Account Manager and Service Delivery Manager on customer requests taking ownership of the requests.
  • Work with other members of the application support team to deliver changes to systems, including training and user documentation.

Essential Skills and Qualifications of the Support Analyst - Finance Software
  • Possess an accounting degree or recognised professional accounting qualification IE AAT, ACCA or CIMA is very desirable or studying towards it.
  • ITIL practical experience or to hold ITIL foundation certification.
  • A minimum of 2 to 3 years' experience working in an application support role.
  • Knowledge and experience of supporting one or more software applications based on ERP software designed.
  • Knowledge and experience of Web services and SQL will prove beneficial.
  • A firm IT related background and Construction Industry knowledge in House Building & Property Development is desired for this position.
  • Understanding of UNIX and Windows operating platforms coupled with web interface experience and skills will prove invaluable.

Location: Slough, Berkshire
Salary: Competitive, Plus benefits and On-site parking
Start: ASAP
Status: Permanent, Full Time

Ref: IB190702

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