Application Support Analyst

Job Title: Application Support Analyst

About Us:

Our client is a leading provider of innovative software solutions tailored to meet the needs of the higher education sector. With a commitment to excellence and a passion for transforming the student experience, our client is dedicated to empowering institutions with cutting-edge technology. Join our client's team and become part of a dynamic environment where your skills and expertise will contribute to shaping the future of education.

Summary:

As an Application Support Analyst, you will play a pivotal role in ensuring the smooth operation of our client's software solutions. You will be responsible for providing technical support to end-users, troubleshooting issues, and implementing solutions to enhance system functionality. This role offers the opportunity to work closely with cross-functional teams and make a significant impact on the success of our client's products.

Responsibilities:

• Resolve logged calls according to agreed internal/client SLAs
• Prioritize and manage client support requirements effectively
• Escalate tickets to relevant teams when necessary
• Maintain accurate client records
• Flag and escalate potential SLA failures promptly
• Log incoming email support requests accurately
• Communicate effectively with Project and Account Managers
• Provide timely updates to clients on ticket status

Technical Skills:

• Basic IT infrastructure understanding
• Knowledge of relational databases
• Experience with Microsoft SQL Server
• Basic SQL query writing skills
• HTML/CSS knowledge
• Strong problem-solving abilities
• Proficient documentation skills

Personal Skills:

• Active listening and questioning skills
• Effective verbal and written communication
• Exceptional customer service skills
• Proficient problem-solving abilities
• Strong time management and organizational skills

Benefits:

• Joining a close, friendly team
• Working within an exciting industry
• Performance-based bonus scheme
• 25 days holiday allowance (annually) plus public holidays
• Company contribution to pension
• Excellent training and continued support
• Potential for further development
• Company portal of staff benefits, including private health care, life assurance, personal development, cinema tickets, retailer discounts, and more.

If you are passionate about client satisfaction, thrive in a dynamic environment, and are eager to contribute to Kinetic's mission of transforming higher education, we want to hear from you! Apply now to join their team and be part of a movement that's shaping the future of education.

Established in Didsbury, Connexa Technology Ltd is becoming one of the UK's fastest growing IT and Technology recruitment companies.

People. Technology. Connected.

Connexa Technology is acting as an Employment Agency in relation to this vacancy.