Application Support Analyst

2 weeks ago

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, e-commerce 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 business-related 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 on-going basis.
- Highly motivated and able to work effectively under pressure.
- Team orientated working ethics as well as being self-sufficient 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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