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Application Support Analyst

  • Salary: £19000 - £25000 per annum
  • Location: Henley-In-Arden, West Midlands
  • Sector: Administration
  • Job type: Permanent
  • Date posted:
    09 Nov 2017
  • Job reference: 29877

The Role
Our business success is predicated on the great service we provide our clients and it is vital for us to ensure our clients can make the most of their investment in our technology. You will be the front line in answering queries from our clients, delivering a professional service and using your knowledge and expertise to answer and solve queries.

Regular responsibilities would include:

  • Provide first and second line application support for our software products
  • Recording details of each call or email received, categorising and prioritising the incidents, endeavouring to provide a first-time resolution
  • Ownership and progression of issues throughout the incident life cycle escalating to relevant senior team members if needed and providing the client with regular updates
  • Liaising with our product development team for solutions to more complex queries
  • Maintaining proactive communication with the existing client base to promote and deepen client relationships, achieve client satisfaction and retain business
  • Providing clients with the level of service consistent with a market leading organisation

As you get more confident with the software applications we would look for you to deliver online training to our new clients. Where you end up in our business is up to you. Our support desk is our academy of talent and we want great people who can grow with the business.

Key Skills
The ideal candidate will demonstrate:

  • A willingness to learn
  • Excellent customer service experience
  • Effective communication skills to both technical and non-technical users
  • Initiative and tenacity in problem solving
  • A positive and motivated attitude
  • Comfortable with technology especially mobile
  • Strong English and Mathematics

The position has a high customer service focus, so strong written and verbal skills are essential. A knowledge or appreciation of the financial services industry would be of benefit but enthusiasm and great communication is most important.

Please visit the IDEX Consulting Ltd website for further opportunities. If your application is successful we will contact you to discuss the opportunity in more detail within 2 working days of receiving your application. If your application is unsuccessful, the information supplied may still be retained for use in connection with future vacancies. Due to the overwhelming application response we receive through various sources, should you not hear from us within one week then please assume your application has been unsuccessful.

Our clients include: