Application Support Analyst

I have an exciting opportunity for a Software Support Analyst to join a market-leading Professional Services Company in their Leeds office.

As a Software Support Analyst you will be part of a dynamic team of 11 and will be the first point of contact for a variety of different and bespoke software applications. You will also restore service or resolve an issue to a high level as quickly as possible.

Incidents are received by telephone, email or the web and relate to a full suite of supported products and the environments in which they are installed.

• To record timely and accurate incident information including logging, updating and completion of incidents along with time spent and final solution details.
• To research, analyse, investigate and resolve reported incidents in accordance with service levels defined or to provide maximum information for incidents passing through to problem management.
• To perform routine maintenance tasks, including the installation of product software/releases and setting common database defaults as required for the role.
• To maintain own working environment/equipment to the level that common customer products can be efficiently supported.
• To maintain and develop existing and potential customer communications through support and liaison with other departments, third party suppliers and colleagues.
• To attend relevant courses or use other means to continually improve skills and develop relevant product knowledge. Accreditation on certified courses may be required with future product developments.
• To maintain consistent and professional attendance, punctuality, personal appearance and adherence to relevant policies and procedures.
• To provide maximum flexibility for role requirements such as cover for late rota working, site visits where required and company/ departmental meetings.
• To carry out any other comparable duties as are within the scope and purpose of the post as requested by line management.

Key Competencies:

• Helpdesk, support, incident management or customer facing experience
• Previous exposure of working within analytical environment if not an aptitude towards this

It is desirable but not essential to have:

• Experience of the InterAction CRM product
• Experience of a Case Management systems such as Visualfiles, Solcase, Axxia, Proclaim, etc as well as product and scripting
• SQL
• .Net (Asp/ADO)

This role offers a clear and defined career path where you can be promoted to a Senior Analyst, Principal Analyst, Team Leader or Problem Analyst. You will be joining a very friendly and supportive team and will receive one of the best benefits packages in the area!

If this sounds like the opportunity you have been waiting for please email me your up to date CV together with a cover-letter outlining your suitability for the role.