Application Support Analyst Milton Keynes

Location: Milton Keynes

Job Description

We are currently looking to recruit an Application Support Analyst who will be responsible for providing technical solutions, advice and consultancy for the software applications provided by the business.

This is a fantastic opportunity for someone with 1st and 2nd line Application support experience.  This will include a background working with databases, interrogating and manipulating information to achieve results and resolve support tickets.

Job overview

  • Effectively log, triage and resolve support tickets
  • Experience in application support
  • Working knowledge of SQL
  • Fulfil self-service requests
  • Gain knowledge of our product set
  • Resolve support tickets to SLA commitments
  • Assist in building and maintaining a knowledge base for use across the business, responsible for the documentation
  • Reviewing all support tickets daily
  • Applying the appropriate resolution for the issue where required
  • Escalating the support ticket to the 2nd or 3rd line support teams
  • Updating the user / client with the ticket status
  • Strong problem-solving skills and analytical understanding
  • Ability to identify and highlight service improvements

Candidate Requirements:

  • A friendly and collaborative attitude and strong Team Player
  • Excellent telephone manner
  • Strong problem-solving skills with a logical approach and use of methodologies such as ITIL
  • Ability to pick up new technologies quickly and efficiently
  • Good experience with Microsoft IT technologies
  • Possess good personal organisation and time management abilities gained in a similar environment
  • Suited to someone who would like to progress to a career in Software Development or Implementation of our Software Solutions
  • Fast learner and adaptable

Essential Knowledge and Experience:

  • Supporting distributed and web-based applications
  • Recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions
  • Updating User Guides and Support Knowledge Base
    Root Cause Analysis
  • Knowledge of ITIL
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