Our client, a leading provider of software solutions, seeks a Technical Support Analyst to provide application support to its clients by taking raised incidents through to resolution.
As the Technical Support Analyst you will be accountable for the resolution of incidents within agreed SLA’s and undertake triage on allocated incidents ensuring appropriate information is obtained from the client and recorded. You will ensure the client is updated on progress and escalate issues that require further investigation.
As part of your role you will also support the software delivery team with issues raised during software installations and new releases. You will ensure client requests are progressed through the Request Fulfilment process and categorised accordingly and investigate events, such as, system generated warnings for hosted services.
To be considered you will have previous experience working in a software support environment with some knowledge of software development life cycle principles and methodologies. You will also have working knowledge of ITIL based support processes and procedures and Knowledge of software installation / technical environment creation on a .net / SQL platform.
Candidates must have strong communication skills and be comfortable liaising with clients and internal teams. You will also provide training to internal staff on the use of support systems and processes.