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Application Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Alexander Lyons Solutions Full time
2nd Line Application Support Consultant

We are seeking a skilled and passionate Application Support Specialist to join our expanding team at Alexander Lyons Solutions. This is a full-time, permanent position that offers a unique opportunity to grow with our company.

As a 2nd Line Application Support Consultant, 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, ensuring timely and accurate resolutions to their issues.
  • Triage inbound tickets, calls, and emails, assigning them to the relevant team members and managing customer expectations regarding ticket resolutions.
  • 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, with aspirations to grow with our company and invest in your skills.
  • Microsoft experience is essential.