1st Line Application Support Analyst - Uckfield, East Sussex - GBP18,000

1st Line Application Support Analyst - Uckfield, East Sussex - GBP18,000

An excellent opportunity has arisen within a field leading client of ours based in Uckfield, currently looking for a 1st Line Application Support Analyst with opportunities for career development.

Job Description

Dealing with inbound helpdesk requests by telephone

• Dealing politely and efficiently with internal & external users and resolving simple issues during the telephone call with the help of scripts and flow charts.
• Setting realistic expectations with the caller for issues that will take longer to resolve and self-prioritising workloads to keep to the expectations set.
• Promptly escalating issues that are more complex.
• Maintaining ownership of the escalated issues on behalf of the caller until resolved by agreeing timescales with colleagues and chasing for the outcome.

Managing and recording inbound helpdesk requests through a ticketing system

• Accurately recording tickets on behalf of users and gathering sufficient information to promote the best chance of a rapid first-time fix.
• Responsible for prioritising and managing their own queue of work within the ticketing system.
• Completing the onboarding / offboarding process
• Troubleshoot and resolve user application support requests in a professional and efficient manner within agreed SLA's.

Assisting with root cause analysis

• Providing input to the rest of the team regarding possible patterns of issues

Customer service

• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.

Working securely

• Working strictly within the bounds of our Information Security Management System to help protect the sensitive information that we process.
• Ensuring adherence to Data Protection legislation throughout every customer interaction.

Essential Skills

• Clear communicator with excellent customer service skills.
• An excellent approach to a customer service both over the telephone and face to face
• Critical thinking skills.
• Good IT skills to include the use of database systems, Outlook, Word, and Excel.
• A minimum GCSE C Grade in both English and Maths.
• Calm, organised and professional manner even when working under pressure.

Desired Skills

• Ability to read and white structured query language (SQL).
• Data manipulation using Excel and/or ETL tools.

This is an excellent opportunity for someone looking to join a company that can offer a very stable environment with opportunities to develop and progress. For more information and a full job description, please contact Ben Turner at RBW Consulting...... click apply for full job details