Senior Application Support Analyst

Glasgow, Scotland
£23000 - £28000 per annum
12 Sep 2016
10 Oct 2016
Recruitment Genius Ltd
Contract Type
Full Time
This is an opportunity to join a technology consultancy and software development firm that use a variety of techniques and technologies to help create applications that automate workflow and processes for their clients. They specialise in using Microsoft developer technologies (.Net, C#, SQL) and the Kofax "Total Agility" platform. They are a Kofax certified "Gold Partner".

They are a small rapidly growing company where you will have a varied workload, and where good ideas count. They reward employees fairly for their commitment and effort, and there are opportunities to grow your skills (technical and non-technical) in a variety of ways. They also have an informal and relaxed office - they enjoy the work they do, and the people they work with.

They are looking for an experienced Senior Application Support Analyst to provide technical support to their clients on software solutions they have developed for them. These systems are "smart process applications", using the latest versions of Microsoft development tools, and the Kofax "Total Agility" platform.

The role responsibilities are:

- Manage client relationships.
- Capture and analyse support requests from clients, and to define, categorise and prioritise these issues.
- Provide 1st and 2nd line support, to deliver technical diagnoses and problem resolution for support requests.
- To maintain a high level of customer focus, and to understand and meet client expectations and appropriate service levels.
- To maintain systems that reflect customer call history, including production of monthly/quarterly client reports.
- When support is quiet, to work on client projects and provide assistance to the application development teams.

You must be self-motivated and able to work well both individually and as part of a team. You must also have the right attitude to fit into their highly skilled team and have the same passion and drive that they have towards their clients and the solutions they provide for them.

Skills & Requirements

The candidates should ideally have:

- Strong commercial experience in a similar position within I.T., ideally in a software related environment.
- Good experience of ITIL or other IT Service management process.
- Degree in the area of Computer Science/Engineering; or equivalent work experience.
- Solid knowledge of Windows, including Windows server and IIS.
- Working knowledge of Microsoft enterprise products such as SQL Server.
- Ability to diagnose a wide range of software and hardware issues.
- Excellent interpersonal and communication skills, both written and oral.

You will receive training (and certification) on:
- Kofax "TotalAgility" BPM suite

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