Application Support Analyst

2 weeks ago

Slough, United Kingdom Rainford Berry Ltd Full time

**Principle Accountabilities of the Application Support Analyst - Finance**
- Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (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.

**Desirable Skills and Qualifications of the Application Support Analyst - Finance**
- Strong Numerical skills or working towards an accounting qualification like AAT, CIMA or ACCA
- ITIL practical experience or to hold ITIL foundation certification.
- Knowledge and experience of Web services and SQL will prove beneficial.
- A firm IT related background and Construction Industry knowledge in House Building & Property Development is desired for this position.
- Understanding of UNIX and Windows operating platforms coupled with web interface experience and skills will prove invaluable.

Location: Remote/Hybrid (Main offices in Berkshire)

**Salary**: Competitive Salary plus benefits
Start: ASAP
Status: Permanent, Full Time

Ref: IB221202

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