Application Support Analyst

Join our growing Health and Social care team as an Application Support Specialist, working closely with our customer base.
The Purpose of the Job
As an Application Support Specialist, you will be delivering customer focused support for a diverse and large user base, interfacing incidents, requests and problems impacting delivery of BAU services. You will act as a point of contact for complex and technicalescalations within the Service Team, working alongside and feeding back resolutions to the team. In addition, you will be identifying and suggesting improvements to the process and procedures used by the Service Team and any trends or reoccurring issues thathave been identified.
This is a demanding position, at which the customer is the core focus, so a genuine desire to deliver high levels of customer service is required. To succeed in this role, you will need to be proactive and self-motived, with a strong logical and troubleshootingmind-set. You will also need to demonstrate excellent time management and organisational skills, as you will need to effectively manage your own queue of customer incidents and ensure that the customer is kept fully up to always date.
The Main Accountabilities
- Analyse and resolve support incidents for a bespoke product suite with a varying degree of complexity in line with ITIL aligned processes and procedures.
- Attend customer meetings to maintain and improve on-going Service relationship.
- Be an integral point of contact within the Service Team for both internal staff and customers.
- Act as a conduit between the Service Team and internal support teams.
- Provides a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients.
- Conduct full and thorough diagnostics with end users. After finding the solution to the customers issues, ensuring they are satisfied with the service provided.
- Seek persistent faults/issues, and progress via Problem Management processes.
- Effectively manage the resolution of support issues that are reported to us in an efficient manner.
- Act as a technical and specialist authority, providing expertise to both team members and clients.
- Ensure that we surpass our customer's expectations.
- Communicate clearly to all stakeholders.
The Knowledge, Skills and Experience Required
- A strong logical and troubleshooting mind-set, with excellent time management skills allowing you to manage and prioritise your own queue of customer incidents and escalate as required.
- Experience of owning incidents/service requests, and an attention to detail to record accurate work logs within the ITSM for incident progression and audit purposes.
- A proactive thinker, with experience of seeking persistent faults/issues, and progressing via Problem Management processes.
- A self-motivated, positive, and enthusiastic person with a real drive to help our client's customers and communicate effectively with them to resolve their issues.
- Team player with the ability to motivate and educate other team members in principles of service delivery excellence.
- A desire to work in a team, help others and contributing to team discussions, and the ability to ask others for help when needed.
- A forward-thinking mindset, with a desire for continual learning whilst supporting an evolving product suite.
- Good interpersonal skills and the ability to demonstrate clear & confident communication skills, both written and verbal.
- Ability to deal with problems and technical issues in a friendly, calm, and reassuring manner.
- Passion for IT and technology, and a drive to help customers take advantage of new solutions.
- Ability to confidently demonstrate knowledge of and practical experience with SQL to a intermediate level
- Knowledge and experience with Microsoft SQL Server would be advantageous