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Application Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Alexander Lyons Solutions Full time
Job Opportunity

We are seeking a skilled Application Support Specialist to join our team at Alexander Lyons Solutions. This role is a fantastic opportunity for a motivated individual to develop their skills and contribute to the success of our business.

About the Role:

As an Application Support Specialist, you will be responsible for providing remote, customer-facing application support. This includes triaging tickets, responding to inbound phone calls and emails related to issues with our products, and working closely with the wider IT team to resolve persistent issues.

Key Responsibilities:

  • Provide 2nd line application support to our customers.
  • Triage inbound tickets, calls, and emails, assigning them to the relevant team members.
  • Manage customer expectations regarding ticket resolutions by listening to their issues and providing a prompt and accurate time frame.
  • Process data requests, ensuring they meet our company's guidelines and policies.
  • Document resolutions and the steps taken, and distribute known errors to the team to enhance company-wide knowledge.

Requirements:

  • Experience in a service desk or help desk environment is essential.
  • Passionate about technology and keen to pursue a career in this field.
  • SQL knowledge is desirable but not essential.
  • Outstanding customer service skills - able to listen, document, and build relationships with end users.
  • Willingness to learn and develop within the role.
  • Microsoft experience is essential.