2nd Line Application Support / Service Desk Analyst - £32,000 - £42,000 - Bury St. Edmunds (Fully Onsite)
Are you a skilled problem-solver with a passion for providing top-notch application support?
We are seeking a dedicated 2nd Line Application Support professional to join an innovative and dynamic team. In this role, you will be at the forefront of supporting cutting-edge products, ensuring timely and effective resolution of issues for Business Partners and End Users.
If you have a background in Service Desk/Application Support and are ready to take on a challenging and rewarding position, this is the opportunity you've been waiting for!
Key Responsibilities:
- Triage and Management: Be the first point of contact for all incoming support cases, providing initial evaluation and management to determine if they are training requirements, product usage issues, or potential software bugs.
- Issue Documentation: Investigate and document replication steps for issues and bugs, keeping detailed case notes. Produce and distribute Known Error documentation to facilitate first-time fixes.
- FTP and Data Requests: Follow established processes for acquiring and securely storing data, ensuring proper handling and documentation.
- 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.
- Team Assistance: Support the team in its daily operations, contributing to a collaborative and efficient work environment.
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.
- Customer Service: High level of customer service and support, with a strong work ethic and the ability to work both independently and as part of a team.
Why Join Them?
- Opportunity to work in a dynamic and supportive environment.
- 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
If you're a motivated 2nd Line Application Support professional with a passion for delivering exceptional service, apply today to join this exciting team and help provide top-tier support for their innovative products!
Key words: 2nd Line Support, Service Desk, 2nd Line Application Support, Application Support Engineer, 2nd Line Support Engineer, Service Desk Analyst, Ticketing Systems, CRM