Application Support Analyst

System C; Basildon; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a passionate Application Support Analyst to join their dynamic team in Basildon. In this role, you will play a crucial part in supporting clinical software, ensuring customer satisfaction through effective issue management and collaboration with various teams. Your strong analytical and troubleshooting skills will be key to resolving incidents and maintaining service quality. This is an exciting opportunity to contribute to a forward-thinking company that values teamwork and innovation in the IT services sector. If you are eager to make an impact and grow your career, this role is perfect for you.

Qualifications

• Experience in service desk roles with strong troubleshooting skills.
• Ability to manage customer issues and prioritize tasks effectively.

Responsibilities

• Manage customer issues using ITSM tools and provide first-line support.
• Investigate incidents, prioritize faults, and write knowledgebase articles.

Skills

Service Desk Experience

Technical Troubleshooting

Microsoft SQL Database Administration

Communication Skills

ITIL Framework Knowledge

Analytical Skills

JSON/XML Knowledge

Customer Service

Education

ITIL Foundation Qualification

Tools

JIRA

Confluence

Remote Desktop Software

Job description

System C Basildon, England, United Kingdom

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System C Basildon, England, United Kingdom

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Description

The person we are looking for will play an integral part of the support process for our company, working and assisting team members and supporting our clinical software suite across all customers. The key to success in this role is having the ability to work as part of a team and independently where appropriate. Strong troubleshooting skills and the ability to prioritize work are necessary.

The Support Analyst role will provide support to the service desks and will work as part of a team supporting our clinical products. The post-holder will be in direct contact with customers regularly and will be responsible for ensuring customer issues are investigated, updated, and managed within SLA. The role includes collaboration with teams of developers, product managers, technical support, and software engineers.

Duties and Responsibilities

• Manage customer issues using the company ITSM tool, JIRA.
• Investigate incidents related to the products, potentially requiring Microsoft SQL skills.
• Prioritize faults according to incident type and SLA.
• Assign calls to resolver groups or individuals promptly.
• Write knowledgebase articles for internal staff and customers.
• Apply strong analytical skills, think critically, analyze data, and solve complex problems.
• Participate in data fixes and apply environment configuration or localization settings as needed.
• Keep technical documentation up to date.
• Follow ITIL processes for all incidents.
• Accurately log all time spent on the Service Desk system.
• Attend meetings, possibly at other System C locations.
• Assist management in organizing, planning, and strategy implementation.
• Participate in out-of-hours on-call rota.

Mandatory Skills and Experience

• Experience working on a service desk.
• Proficiency with remote desktop software.
• Knowledge of JSON/XML payloads for APIs.
• Microsoft SQL Database Administration experience.
• Understanding of Web Services and technologies like IIS.
• Technical troubleshooting skills.
• Excellent communication skills with technical and non-technical audiences.
• Ability to organize and coordinate work for yourself and others.
• Passion for supporting software applications and sharing knowledge.
• Experience in writing technical documentation and knowledgebase articles.
• ITIL Foundation qualification or experience within an ITIL framework.
• Monitoring releases and managing related issues.
• Handling incoming inquiries and first-line support tickets.
• Providing excellent customer service and managing expectations.
• User guidance, troubleshooting, and issue escalation skills.
• Understanding of SLAs and their importance.
• Strong relationship-building, influencing, and negotiating skills.
• Excellent written, verbal, and interpersonal communication skills.
• Management support duties.

Desirable Skills

• Experience within a software development environment.
• Advanced Microsoft SQL Server skills, including stored procedures, schemas, and functions.
• Knowledge of HL7 interface messaging.
• Experience with Agile software development.
• Proficiency with JIRA and Confluence.
• Software testing experience.
• iOS knowledge.
• Experience with cloud solutions like Microsoft Azure.

Seniority Level

• Associate

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• IT Services and IT Consulting