Position: Application Support Analyst

Suitable for: 1^st Line Support or Software Support, Helpdesk or Service Desk Analyst or IT graduate looking for entry level role.  Anyone with an interest / some experience or knowledge of C# programming would have the opportunity to train towards becoming a programmer or at least include some programming work training.

Location: Rugeley (100% office based)

Salary: £22k – £25k depending on experience

Please note that unfortunately, our client is unable to offer sponsorship

Our client, a niche software provider, is looking for an Application Support Analyst to join their Service Delivery team.  The main responsibilities of the role would include incident logging and management, problem solving, liasing with customers, programmers and database managers. 

Application Support Analyst – Essential skills:

• Approx 6 months+ experience as Application Support Analyst, 1^st Line Support Analyst, Software Support Analyst or similar
• Experience of working in a customer facing environment
• IT literate and familiar with current Microsoft™ applications
• Good communication skills and ability to engage at all customer levels
• Experience of working with technical teams in a delivery capacity, ideally as part of a service desk / helpdesk capacity
• Previous or current experience of supporting release testing, UAT and customer Live environment testing
• Anyone with C# programming knowledge

Application Support Analyst Responsibilities:

Customer Support:

• Reacting to first line application queries
• Recording requirements within the customer ticketing and helpdesk system
• Replicating where necessary customer experiences within the internal environments
• Raising issues with the development team where necessary
• Tracking and ensuring that customer expectations and SLA’s are being met
• Escalating any items that fall outside expected SLA internally to your line manager or their deputy

Application Support:

• Work with the Product Manager to evaluate new customer requirements (Project or Support)
• Provide specification support to developers for future development
• Support release testing, daily and end of release
• Provide input into the user interface and user experience (UI/UX) design
• Some C# programming (or training on)

Project Management:

• Work with the Project Manager providing required updates on specific application revisions – status, quality and match to expected requirements
• Support the Project Manager in customer project reviews as required, where customers transition from project into BAU (Business as Usual)

Training & Implementation:

• Setup new customer UAT and LIVE environments as required
• Configure customer environments in line with confirmed solution requirements
• Provide application training to new users, to educate as part of the service desk function
• Review and update where required user documentation
• Provide recommendations regarding best use of Service Desk

Full job description is available on request

To apply:  Please follow the online application process and upload your CV, in Word format

Please note: You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship).  Due to large numbers of applications, unfortunately we cannot provide detailed feedback to everyone, however, if you wish to find out how your application is progressing, please call or e-mail the office and someone will help you / get back to you.