Application Support Analyst

September 18

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Civica US

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We're a global company building smart software that helps improve public services

software • governmental processes • municipal IT support • public safety support

51 - 200

Description

• The Support Analyst will join a highly collaborative team carrying out the task of supporting products through the Application Service Desk with a focus on delivering an excellent customer experience. • Working closely with a mixture of technical and non-technical staff at key NHS customer sites, the system to track and take ownership of customer incidents & requests that are monitored within the parameters of Service Level Agreements. • The role will provide exposure to many different technical areas and provide opportunities to get involved in a multitude of functions across the Business. • To log, maintain and resolve helpdesk incidents and requests within agreed SLA timetables • Escalating major incidents and providing regular communications as appropriate to customers, senior team members and stakeholders • Take receipt of the telephone calls that come into the team • To participate in the out of hours on-call service desk rota • To replicate bugs related to the software and supported hardware • To perform customer data fixes using database tools • Conduct QA testing to software updates/bug fixes/enhancements as required • To advance ticket resolution with other departments as necessary • Provide reactive hardware/software support on site as necessary • Carry out proactive tasks such as software upgrades, patch applications and preventative maintenance • Provide assistance to the Sales and Delivery teams where necessary • Compliance with the GDPR, ISO 20000-1, ISO 9001 and ISO 27001 standards when carrying out duties • Attend meetings with customers and business partners as required

Requirements

• Excellent documentation skills • Proficient with MS Office suite, primarily Outlook, Word and Excel • Knowledge of helpdesk software solutions • Effective negotiation and influencing skills to be able to build consensus. Must have the ability to manage conflict • Communicate effectively with internal staff and customers • Work methodically and willing to be flexible in undertaking new tasks required as role develops • Ability to quickly react to problems as they arise, following up with planned processes and activities • Ability to work under pressure, change priorities at short notice, managing consequential impacts and expectations