Application Support Analyst

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My Edinburgh based client are currently recruiting for a Junior Support Analyst to join their team on a permanent basis.

This is an excellent opportunity to join an established business supporting a respected product that serves multiple customers.

You will be responsible for correctly recording, progressing and resolving internal and external customer related issues ensuring that the required service level is accomplished.

You will provide first level troubleshooting and resolution to End Users for Incidents of a moderate nature; this may involve liaising with other resolver groups and third party providers.

Your primary day-to-day responsibilities will also include, but not be limited to:

* Acting as the initial point of contact, receiving requests for support.

* Responding to a wide range of service requests for support by providing information to manage requests or enable resolution.

* Escalate unresolved incidents.

* Facilitate recovery, following resolution of incidents.

* Document and close resolved incidents according to agreed procedures.

* Provide first line investigation and diagnosis and immediately allocate unresolved issues as appropriate.

* Prioritise and diagnose incidents according to agreed procedures.

* Investigate the cause of incidents and pursue resolution.

* Contribute to maintenance, installation and problem resolution.

The relevant candidate for the role will have the following skills:

* Excellent communication skills and telephone manner.

* Experience of developing and maintaining relationships with internal and external Customers.

* Communicates well, orally and in writing and can present multiplex information to both technical and non-technical audiences.

* Experience of resolving Incidents in an ITIL environment

* Experience working with SQL

* Windows Server experience

* Basic Linux skills

* Experience of providing advice and guidance on technical matters.

* Plans, schedules and monitors work to meet time and quality targets.

* Able to absorbs new information and applies it effectively.

* Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.

Qualifications and Training

Accredited to ITIL Foundation Level or Higher (desirable)

Advanced education.

For more information please apply directly or call Stephanie Otoo on 0131 558 4807.