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Skillframe Executive
Job Title:
Application Support Analyst
£20 - 25.000P.A.
New Malden
Job Background:
Application Support Analyst
The ideal candidate will have experience in a support desk environment or be a software tester looking for a new challenge.
Responsibilities will 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 helpdesk 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 helpdesk queue until final closure
The ideal candidate will have the following skills:
•        Experience in a support desk environment
•        Have a good knowledge of software delivery and support processes
•        Strong communication skills (written and verbal)
•        Customer management skills
•        Able to work as an effective team member
•        Able to work under pressure and tight time scales
•        Awareness of quality and testing techniques including detailed knowledge of manual testing techniques (desirable)
Important qualities we are looking for:
•        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

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