Senior Support Analyst Bryanston - Bryanston
CSG Resourcing Ltd
Senior Analyst role provides 1 st and 2 nd line software application support Working in a global team supporting our client's products Communicating via multiple media – phone, e-mail, chat Creating documentation and delivering customer and staff training where required Hybrid role – 50% office based (day shift), 50% home based (night shift), potential for limited travel to customer sites Covering support hours on both day and night shifts on a rota basis Your responsibilities include but are not exclusive to: Deliver a first-class service to our customers Answer questions and troubleshoot issues quickly and efficiently. Provision of high-quality updates to customers on a regular basis. Correctly set the customers' expectations. Deliver on promises Provide training to members of the team to maintain standards Ensure all cases are progressed in line with client's SLA's Take personal responsibility for own tickets and ensure all parties are kept updated Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team Team Working, acting as technical lead in department, manage continuous improvement activities/projects proactively share knowledge help during times of leave/absence Leading by example, always display a positive and can-do attitude – advocate of company Proactively design and implement solutions to improve customer experience Mentor and provide feedback on team members, ensuring quality levels are maintained Be curious to change, evolve and develop in ways that help us better serve our customers Essential Significant experience in a similar application support role, preferably for a complex ERP system Strong investigation skills into complex application and data issues Providing root cause analysis of technical faults to customer and/or development team Demonstrable experience in a similar IT support role, including: Strong MS SQL Server database experience: writing and running traces/scripts performance analysis triaging data anomalies Experience troubleshooting Microsoft Operating Systems (Server and Desktop Editions) Experience and knowledge of: LAN/WAN networking General networking concepts (TCP/IP, DNS) Always display a “customer first” attitude Ability to work under pressure in a fast-paced environment Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner Ability to troubleshoot and strive for first time resolution of issues. Consistently produce high quality and detailed work Desirable Knowledge of Crystal Reports Knowledge of Sage Accounting Solutions Appreciation for all products and services in the client's offering Experience and knowledge of: Virtualisation technologies Cloud (MS Azure) technologies
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