Application Support Analyst

3 weeks ago

Slough, United Kingdom Rainford Berry Ltd Full time

**Experience**
- Experience in using Payroll ERP software is advantageous.
- A firm IT related background and Payroll experience is desired for this position - 2 years
- Experience of payroll and HR processing in a multi-client environment is favourable.
- Have knowledge with UK & Irish PAYE legislation and understand UK and Irish tax, NI deductions, Pensions, Pension Auto Enrolment, SMP, SSP etc.
- Experience of supporting Payroll within the Construction Industry is advantageous.
- Historically this role has been suited to personnel who have worked in Payroll environments and would like to make a transition to a more IT based/driven role.

**Duties and Responsibility**
- 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 the 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 activities to reach a satisfactory resolution.
- Continuous maintenance of the 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

**Education**
- CIPP certification is advantageous.
- ITIL practical experience or to hold ITIL foundation certification.

**Skills**
- Have an understating of Payroll and basic accounting business processes within a work environment or gained academically.
- Understand Payroll and HR within the Construction Industry.
- 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 professionalised 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**:Home - Based (Main offices Slough, Berkshire)

**Salary**:Competitive, Plus benefits and On-site parking

**Start**:ASAP

**Status**:Permanent, Full Time

**Ref: IB221002

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