TerraQuest
Role: Application Support Analyst
Location: Birmingham, in line with our Agile Working Policy. You will need to be able to work from our Birmingham office 2 days per week/office to be attended as often as business needs require.
Salary: Competitive
Who we are...
TerraQuest Solutions Ltd is an award-winning and market-leading specialist provider of planning, land, property, and business solutions. We are an established and trusted organisation that is renowned for its expertise in providing innovative and cost-effective solutions to both public and private sectors. Our team delivers bespoke, flexible, and efficient services through a process-orientated delivery structure. We pride ourselves on strong customer relationships evidenced by the high proportion of referrals and repeat business.
Why work with us…
We are a Living Wage Foundation accredited employer, committed to supporting the well-being and development of all our people. With competitive salaries, enhanced Family Friendly policies; a fabulous suite of benefits (including: Pension; Life Assurance; Employee Assistance Programme; option to buy additional annual leave in addition to 25 days plus Bank Holidays); true flexibility with our Agile Working approach, and superb training and development opportunities, we really care about our team!
What we need...
Due to a period of sustained growth, we are looking to recruit an Application Support Analyst to join our Service Management Team.
Based in the company’s Birmingham office, the Application Support Analyst will join an experienced team working within an ITIL framework to provide second line support, application support and when required first support for external customers of TerraQuest web services, including the award winning Planning Portal and Northern Ireland planning service.
The purpose of this role is to acquire a detailed knowledge of the systems that underpin our online services and provide 2nd line and application support to the customer facing 1st line Service Desk teams. You will be acting as the technical lead between 1st line support and the technical teams. Performing technical trouble shooting, root cause analysis and resolving issues. When required the role will need to directly liaise with customers and assist with 1st line Service Desk activities.
This is an ideal role for someone looking to enhance their skills in a 2nd line/application support environment and looking to progress into software development teams.
What you will be doing…
- Maintaining a high degree of customer service, act as a single point of contact for phone calls and emails regarding issues, queries, and requests
- Log, own, and manage tickets in the ManageEngine Service Desk software
- Working with 3rd party suppliers and specialist support groups to undertake analysis, diagnosis, and resolution of issues.
- Respond and resolve tickets in line with Service Level Agreements, proactively escalating incidents when required.
- Investigate and attempt to resolve incidents directly from end users or escalate to 3rd line support.
- Support other 1st line teams with resolving incidents.
- Work with Managers and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
- Work with 3rd line support to understand and receive relevant training on the service that will you to resolve issues on the environments without needing to raise with 3rd line support moving forward.
- Carry out preapproved changes, configuration and investigation of issues using bespoke admin tools – training will be provided.
- Liaison with customers and colleagues to seek/provide insight to maintain ongoing improvements to services, existing products, and processes by:
- Flagging any patterns/recurring incidents.
- Providing feedback on how existing products and services can be improved, including potential business opportunities
- Daily reporting and administrative tasks
- Work with the Service Manager to ensure that disruption to the availability of services and customer service levels are kept to a minimum
- Ensure expected level of customer service met by:
- Ensuring that customers can contact the Service Desk during the published supported hours (08:00 – 18:00), adhering to the rota and escalating any potential concerns as early as possible.
- Ensuring sufficient knowledge of services and associated processes and procedures is understood across the team.
What we are looking for…
The ideal candidate will have the following:
Essential Criteria
- Good trouble shooting skills with prior experience of working on a Service Desk in and 1st line or 2nd line capacity, preferably within an ITIL framework and application support.
- Ability to problem solve within a technical software development environment.
- Strong customer service approach and team player
- Strong work ethic and ability to work in a dynamic work environment.
- Strong technical investigations skills and diagnosing root cause.
- Investigating error logs, testing out theories and bug reporting.
- Ability to provide technical information to development teams.
Desirable Criteria
- ITIL foundation qualification
- Experience of supporting web services
- Experience of working in a Scrum software development environment
- Experience of working with the following:
Please apply for more information and please do not be put off if you do not have all of the experience and skills required. If you have the majority of skills and relevant experience, we would still like to hear from you!
https://terraquest.kallidusrecruit.com/vacancyinformation.aspx?vguid=8aa548eb-7e16-42ee-abb8-fda8e6bf74ab