2nd Line Application Support

£24,000 | Manchester | Permanent
Posted 4 months ago

2nd Line Application Support Analyst
Location: Manchester

An exciting opportunity has arisen for a 2nd Line Application Support Analyst (within a 3rd Line business entity)

As a 2nd Line Application Support Analyst you should have the following essentials;
• Demonstrate a proficient background in working with applications and providing exceptional levels of support (to a technical level) within a fast-paced environment across mult-channels.
• An understanding of ITIL processes and their importance in a support environment with specific consideration to Incident, Problem, Change and Release Management.
• Strong background and experience in supporting applications to 2nd / 3rd Line levels.
• Strong experience using helpdesk systems via the ‘Incident Life Cycle’.
• Exceptional Trouble shooting / Problem solving skills.
• Exceptional communication (both written / verbal) and Interpersonal skills to maintain a first class level of customer service at all times.
• Exceptional Team Player who works just as well on individual tasks/projects.
• The ability to communicate technical jargon into layman’s terms for non-technical minded customers.
• A sense of drive, passion, enthusiasm, commitment and focus to succeed at every task you undertake and to demonstrate your ability in going that extra mile for the customer.
• The ability to take ownership of issues and progress these through to resolution.
• The ability to build strong relationships with customers by providing an exceptional level of customer service at all times.
• Exceptional time-management skills and the ability to effectively manage your own workload in conjunction with pre-defined SLA’s.
• Experience in updating technical documentation such as Support/User Guides and also Process/Procedure documents.
• Experience using Windows Technologies (i.e. Active Directory, VMWare etc.).
• Understanding of core Microsoft Office 365
• Experience using Microsoft MS SQL Maestro

Desirable but not essential:
• Kerridge
• Cherwell Service Management System

If you have the relavent skills for this permanent opportunity please send your CV to kay.sadler@itqnetworks.com

For more information about this role, please contact:

Kay Sadler

01442 509 080

See Kay Sadler's jobs
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