Application Support Analyst

Are you customer-focused and technically savvy? We have an incredible opportunity for you!

We’re looking for someone to join our iSAMS Technical Support team, working with a fantastic group of analysts to deliver top-notch second-line technical application support to our valued customers. If you thrive on providing high-quality service and enjoy solving technical problems, this role is perfect for you.

What will you be doing?

As a Technical Support Analyst, you’ll play a crucial role in ensuring our customers receive prompt and effective support. Here’s what your day-to-day will look like:

• Service Desk Management: Monitor our Service Desk logging system (Zendesk), ensuring all incidents and requests are resolved or triaged within SLAs and KPIs.
• Incident Resolution: Use remote access technology, knowledge sources, and diagnostic tools to resolve issues or escalate them to other teams or third-party suppliers.
• Call Flow Monitoring: Keep an eye on call flow and alert the relevant team when there are high volumes.
• Repetitive Incident Identification: Spot and report repetitive incidents to the relevant team with precise and accurate information.
• Support and Training: Assist Customer Support Analysts with quick and effective problem resolutions through support, guidance, escalation, or training.
• Client Interaction: Handle non-technical ‘How To’ queries and maintain accurate client information in the Service Desk logging system.
• Continuous Improvement: Participate in team projects that enhance the quality and efficiency of our support service, and keep our internal procedures up to date.
• Knowledge Sharing: Maintain a good understanding of the iSAMS product and stay informed about system developments.
• Training: Train new and existing iSAMS team members on using our system.

What are we looking for?

To be successful in this role, you’ll need:

• Experience: Previous experience in a Service Desk/Helpdesk/Support environment at the 2nd line level, including incident management and working within SLAs.
• Technical Skills: Solid knowledge of SQL using MS SQL Management Studio, experience in debugging web-based applications, and preferably coding in ASP.NET (C#).
• IT Knowledge: Sound understanding of IT systems, network configuration, major applications, and desktop support.
• Customer Service: Experience dealing directly with clients/customers and using a call logging system.
• ITIL Principles: A solid understanding of incident management and ITIL principles.

But it’s not just about technical expertise. We’re looking for someone who is:

• Detail-oriented and has strong analytical skills.
• A strong communicator, both written and verbal.
• A self-motivated team player who can work with little supervision.
• Organised and able to adapt to changing priorities with a flexible, ‘can do’ attitude.
• Willing to learn on the job and continuously improve.

Please Note: We may close applications early if we receive a high volume of interest. If you're ready to take on this exciting journey and make a real impact, submit your application today!