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
BeTechnology Group Limited is acting as an Employment Agency in relation to this vacancy.