Application Support Analyst
2015-02-24 16:16:31
2015-08-31 00:00:00
- Guildford, Surrey
- £35-40k
- 31st Aug ’15
- Closed
At the core of my client is a senior global management team with over 100 years combined experience in payment fraud risk. With offices in Guildford, Exeter and a well-established global presence, the company has grown significantly since its establishment in 1998.
Research and innovation keeps my client at the forefront of the payments industry. Its fraud solutions are trusted by over 100 banks and three million merchants worldwide to protect more than twenty billion transactions a year.
My client's expert team of developers utilise Big data concepts to extract insight from payment data. It develops solutions that enhance opportunities and overcome challenges across credit management, marketing, pricing and inventory.
Job Description:
You will look to maintain the operation and the Managed Service solutions to provide 2nd line support and support to external customers managing the resolution of software issues.
-To provide 2nd line technical support, answering support queries via phone, email and ticket allocation.
-To maintain a high degree of customer service for all support queries and adhere to all service management principles, working to defined SLA's.
-To take ownership of problems and be proactive when dealing with user issues.
-To log all calls on the call logging system.
-Ensure that all incidents assigned are diagnosed, resolved or escalated to the appropriate person according to the service level agreement.
-Responsible for client support, investigating software bugs, fixing them where possible, documenting and escalating where not possible, producing reports and documentation.
-This role will require shift work. The shifts are as follows: Monday ? Friday 08:00 ? 16:00, 09:00- 17:00, 09.30 ? 17.30
-Provide out of hours support on a weekly rota 24X 7.
-Any other duties as and when required.
Essential Skills:
-Experience of working in a commercial Helpdesk or Support role.
-Strong knowledge of Microsoft based operating systems, desktop and server.
-Knowledge of networking, VPNs and terminal services.
-A good working knowledge of SQL Server and a good understanding of SQL scripting is essential.
-Knowledge of Linux, Apache and RubyonRails desirable.
-Must be a team player but also able to work unsupported and make decisions. Must be highly self motivated.
-Ability to document processes and procedures.
-Flexible approach to working hours.
-Motivated to continually develop technical skills.