Application Support Analyst
2019-05-17 09:32:45
2020-10-22 23:59:59
- New Malden, London South West
- £25,000 YEAR
- 22nd Oct ’20
- Closed
The Company
Our client is a rapidly growing software and application provider who develop specialist technology solution for the pharmaceutical industry. Their products are used internationally by various leading pharmaceutical companies and research organisations using Real World Medical Research Data Collection.
The Role
We are currently preparing to launch our next generation platform and seeking an application support analyst to join the team. Ideally, you will have experience in a support desk environment or as a software tester.
Responsibilities include:
- Provide 2nd line support for customers and studies.
- Triage and respond to customer support tickets according to Service Level Agreements.
- Analyse and troubleshoot issues raised to the support help desk by users of the system.
- Verification of live issues against application specifications.
- Resolve issues in a timely fashion providing clear and concise explanations, where appropriate.
- Resolve and close support tickets according to SLA.
- Escalate issues internally that cannot be resolved within the support team.
- Own tickets in help desk queue until final closure.
Requirements
- Experience in a support desk environment.
- Have a good knowledge of software delivery and support processes.
- Experience working to SLAs.
Desirable
- Self-motivator with a willingness to learn new skills.
- You enjoy working with internal teams and customers to overcome challenges.
- Superb attention to detail and accuracy.
- A can-do attitude.