Senior Application Support Analyst 1St Line

Do you have technical experience or experience working within the tech or software sector?

Are you passionate about providing a great customer experience?

Our client, a leading Software Company in the UK, is looking for an engaging Application Support Analyst to join their team. Within this role, you will play an integral part in providing exemplary customer service and 1st Line Support to the organisation's many clients on a day-to-day basis. This is an exciting role offering more than just 1st line support, with the opportunity to learn more about products and taking an investigative approach to all queries than standard.

Salary: £30,000 - £35,000

Hours: 40 hours across 5 days

Hybrid: 3 days in the office, 2 days from home

Location: Milton Keynes

Responsibilities:

• Communicating with clients via telephone, email, and web chat.
• Helping clients who have a problem get the quick, easy resolution they need.
• Can deliver first-class customer service. Solution-driven, able to adapt service approach to tailor to the customers’ needs.

• Manage client support requirements in order of priority.
• Ensure timely and appropriate escalation of queries to relevant teams.
• Flag and escalate any potential SLA failures in a timely manner
• Troubleshooting issues to get to the root cause, fixing them where we can and working with other specialist teams when needed.
• Provide timely, accurate and appropriate communication with clients
• Working closely with 2nd and 3rd line support to expand knowledge base

• Taking an investigative approach to tickets and problem solving with high attention to detail

Skills:

• Good understanding of basic IT infrastructure terms and concepts
• Minimum 3 experience working in either a technical role or within a technical / software organisation.
• Extensive knowledge of Windows applications
• Knowledge and understanding of relational databases
• Experience with Microsoft SQL Server
• Basic SQL query writing and Understanding
• HTML/CSS Knowledge
• Fantastic communication and interpersonal skills
• Exceptional customer service skills
• Experience of working to deadlines with great time management skills
• Natural Problem solver

Benefits:

• 25 days holiday
• Pension Scheme
• Life assurance
• Annual Bonus
• Training opportunities
• Charity days
• Company bonus
• Wellbeing days
• PMI
• Discounts and rewards

Please note that at times due to the volume of applications we may not be able to respond to each person individually. If you do not hear from us within 7 days we’re sorry you have not been successful this time. Please do not let this stop you applying for other positions you may be suitable for. Good Luck!
1st Choice Staff Recruitment is an equal opportunities employer and acts as both an Employment Agency & Business.