Application Support Specialist, Idox Uniform

JR United Kingdom; Greater London; Hybrid; GBP 30,000 - 50,000; Full time

Job description

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Application Support Specialist, Idox Uniform, England

Client: Idox plc

Location: England, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 9

Posted: 18.04.2025

Expiry Date: 02.06.2025

Job Description:

2nd Tier Service Desk Analyst, Uniform product suite

Customer Success, Idox Software

Office or Home based, hybrid

About the role

The Idox Group is an AIM-listed plc, a multinational company with a UK HQ and an international outlook. We build software for government and industry to work better and comply with regulations, and are market leaders with our broad portfolio of products and services. The role of 2nd Tier Service Desk Analyst could be an opportunity for someone with Idox Uniform experience, gained in a local government environment, to bring their skills to Idox and forge a career as an Applications expert in the private sector, supporting, advising and troubleshooting for our public sector clients.

Working as a member of the Service Desk team within the Land, Property and Public Protection Division, the post holder will provide high-quality advice and support to assure a first-class customer service. By taking full ownership of support requests, fully investigating, and effectively progressing the incident to the point of satisfactory resolution, the candidate will ensure that all incident records are accurately logged and fully completed with adherence to declared operational processes and procedures. The candidate will be required to continuously develop their skills and knowledge, taking full advantage of guidance and mentorship from the Team Leader and Senior team members, to enhance service delivery.

Idox will provide resources, mentoring, and a competitive package (including flexible working), designed to reward success as you achieve your professional development goals as well as achieving key performance goals and targets for Idox. Applications are particularly welcome from individuals with a genuine interest in technology and able to start quickly. Interviews available immediately for candidates qualified by experience in the Land, Property and Public Protection domain.

Key responsibilities

1. Supporting Idox products used by Local Government with a focus on the Uniform product suite
2. Responding to all customer support incidents within the agreed SLA timescales
3. Taking ownership of all assigned incidents and progressing these through to resolution, ensuring the customer is kept informed of incident progress
4. Fully investigating the query and undertaking fault replication within the company’s software as appropriate
5. Accurately recording all related communication and actions into the incident logging system in accordance with the agreed procedure
6. To develop and maintain up-to-date detailed knowledge of the Company’s products in accordance with a personal development plan
7. Ensure all direct contact with customers is carried out in a professional and courteous manner, ensuring the company’s image is maintained to a high standard.

To be successful, you should bring:

• A strong customer service background preferably supporting bespoke software products
• Essential - knowledge of Local Authority process in either Land and Property or Public Protection
• Essential - System Supervisor and Administration experience of Uniform Suite of applications
• The ability to understand new technologies and terminology quickly
• Experience of working as part of a team within a busy customer-driven environment
• To be confident with communication via email and telephone
• The ability to work to tight Service Level Agreements and deadlines
• To be PC literate with good working knowledge of MS Office applications
• Excellent customer service and diagnostic skills
• Excellent verbal and written communication skills
• Accuracy and attention to detail
• Flexibility – able to take ownership of requests to ensure timely responses to customers
• Planning and organising skills, able to prioritise daily workload effectively
• Confidence in dealing with challenging situations, and the ability to work under pressure
• Self-motivated: able to use own initiative, working well in a team and individually.

About Idox

Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments.

We employ around 660 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.

Our Values, Our Culture

We are ambitious in working together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity. Idox is a company where we can all be ourselves and succeed on merit, where we respect all our employees, customers and communities in which we live, work and are a part of.

We recruit and reward employees based on capability and performance – regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability.

Our Benefits Flex to Fit

We recognise that for individuals, the opportunity to work flexibly can enable them to achieve a better work-life balance along with a greater sense of responsibility, ownership and control of their working life. We are proud to be a flexible employer enabling effective hybrid working for our employees.

How to apply

Please submit a CV, and a short cover letter (maximum 500 words - including salary expectation, and current remuneration) explaining why you feel you would be suited to this role.

Please note successful applicants will need to satisfy the BPSS guidelines (Baseline Personnel Security Standards) which consist of the receipt of satisfactory references covering the last 3 years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check.

Privacy notice

As part of the recruitment process, we will collect data about you in a variety of ways including the information you would normally include in a CV or a job application cover letter, or notes made by our recruiting officers during a recruitment interview.