Application Support Analyst – Edinburgh City Centre


  • Company:
    Cathcart Associates
  • Location:
  • Salary:
    negotiable / Month
  • Job type:
    Full-Time
  • Posted:
    3 weeks ago
  • Category:
    IT & Software

Application Support Analyst – Edinburgh City Centre
Salary: 23K – 26K per annum
Location: Edinburgh
Ref: VR/18580
Application Support Analyst to join an established and growing 2nd line Support team based in Edinburgh city centre on a permanent basis. This is an opportunity for a motivated Support Analyst looking to take the next step within a Fortune 500 organisation.Day to day you will be responsible for supporting the companies bespoke management software, acting as the second point of contact for all customer and client’s queries. You will work to understand each individual issue, providing a timely response whether it be an escalation to the Engineering Team or troubleshooting the issue yourself. You must possess excellent customer facing skills and will continually work to exceed company and team performance targets. The ideal candidate will currently be working in an Application Support role looking to take the next step in there career. Alternatively you will be working in a 2nd line Technical Support team looking for your next challenge. Responsibilities: Technical Systems supportProviding 2nd line Networking and Application Support – SQLTaking the lead on all calls, providing a timely and efficient fix or escalationWorking to understand customer issues, advising on the appropriate actionDocumenting all calls on the companies CRM, regularly updating customers on progressBe the main point of contact for technical support queriesWorking to continuously improve day to day functionality and process of the support team. Using trend analysis to establish what is affecting the department.Ability to train Technicians in company processes and Application Support.Ability to manage high call volumes, ensuring all calls are dealt with in an effective, timely manner. Skill Set and Experience: Experience working in a Global fast paced helpdesk support environmentSolid experience in IT technical support in senior support role.In depth knowledge in SQL Application SupportStrong experience supporting bespoke / in house softwareFull lifecycle exposure and understanding of Agile methodologies would be an advantageITIL V3 foundation level accreditation would be an advantage.Networking – Routing, Switching and protocolsStrong understanding of support methodologies, best practices, KPI managementExperience of utilising IT Service Management systems to effectively manage, allocate and monitor support tasks. Capable of technical analysis into reported issues, networking, operating system and applications If this is the role for you please apply and call Callum Hunter, Infrastructure and Support Consultant on 0131 510 1500. Application Support / Senior Support / IT Support Lead / Helpdesk Lead / Technical Lead / System Support / Networking / Systems / SQL / Management / ITIL / Agile / KPI’s / Service Management / Edinburgh / Permanent