Application Support Analyst

2 weeks ago

Slough, Slough, United Kingdom Rainford Berry Ltd Full time

Duties and Responsibility

  • Provide accurate incident resolution and service request management, within established SLA and 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.
  • Develop and maintain long term relationships with our customers.
  • Ensure Customer Support Handbook targets and internal performance objectives are met.

Experience

  • A firm IT related background and procurement and plant experience is desired for this position.
  • Experience of purchasing and accounting software within the Construction Industry is advantageous.
  • Experience in using COINs ERP software is favourable.
  • History of resolving procurement, ecommerce and plant problems and queries sourced from an ERP system is also very advantageous.
  • Understanding of UNIX and Windows operating platforms coupled with web interface experience and skills will prove invaluable. Knowledge of the Construction Industry is advantageous.

Education

  • BSc or HND or equivalent in a computer or businessrelated discipline or relevant experience that demonstrates a skill level equivalent to this.
  • ITIL practical experience or to hold ITIL foundation certification.

Skills

  • Have an understating of procurement, plant and accounting business processes within a work environment or gained academically.
  • Excellent written and verbal communication skills with focused attention to detail.
  • Proven problem interrogation and solving skills for business systems.
  • Professional customer service delivery skills and professional telephone manner.
  • Sound time management and organisational skills with ability to make key business decisions.
  • Drive and motivation with ambitious outlook with good customer focus.
  • Possess the ability to logically prioritise and rationally escalate issues.
  • Confident, enthusiastic, tenacious and willing to develop technically on an ongoing basis.
  • Highly motivated and able to work effectively under pressure.
  • Team orientated working ethics as well as being selfsufficient and possess the capabilities to work using their own initiative.
  • Business logic with an inquisitive mind for resolving complex system software related faults.

Location:
Remote/Hybrid (Main offices in Berkshire)

Salary:
Competitive, Plus benefits and On-site parking

Start:

ASAP

Status:
Permanent, Full Time

Ref:
IB221201

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