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Application Support Specialist

1 month ago

Bury St, Suffolk, United Kingdom be:technology Full time
2nd Line Application Support / Service Desk Analyst

Be part of a dynamic and innovative team as a 2nd Line Application Support professional, providing top-notch support for cutting-edge products.

This role involves being the first point of contact for all incoming support cases, evaluating and managing issues to determine their root cause. You will investigate and document replication steps for issues and bugs, producing and distributing Known Error documentation to facilitate first-time fixes.

Key Responsibilities:

  • Triage and Management: Evaluate and manage incoming support cases to determine their root cause.
  • Issue Documentation: Investigate and document replication steps for issues and bugs.
  • Customer Service: Leverage your excellent customer service skills to manage cases through to resolution, escalating to the Customer Support Manager when necessary.
  • Policy Adherence: Adhere to defined policies and processes to ensure the support team provides a consistent and professional service at all times.

Qualifications:

  • Experience: 1+ years of experience in Service Desk/Application Support and 1+ years of experience using case management tools (ticketing systems/CRM).
  • Technical Skills: Proficiency with Microsoft Office products.
  • Communication: Strong communication skills, with the ability to listen, transcribe, and document technical issues effectively.

Why Work with Us?

  • Competitive salary based on experience.
  • Professional development and growth opportunities.
  • Collaborative and inclusive work culture.
  • Annual Bonus
  • Family Owned Business
  • Company Socials
  • Health Insurance
  • Life Insurance

As a motivated 2nd Line Application Support professional, you will have the opportunity to work in a dynamic and supportive environment, delivering exceptional service and support for innovative products.