Support Analyst/Application Support

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Support Analyst / Application Support

A leading bluechip organisation is seeking an experienced Support Analyst to join their Canary Wharf office. You will work within their legal organisation providing first and second line application support for their software which is used by leading law firms and corporate legal departments.

The Role

You will be supporting external customer via phone, email and ticket system, communicating effectively and in a timely manner in order to resolve issues. This will involve gathering customer information, researching the internal knowledgebase, isolating causes and taking restorative actions whilst minimising disruption to the customers' business operations. You will coach, mentor and provide technical training to team mates in order to drive knowledge transfer and will develop and maintain subject matter expertise including speciality tools and utilities to troubleshoot and repair technical issues.

The Individual

You will possess exceptional customer service skills and will have a strong background in troubleshooting and solving complex technical problems. You should have good coaching and mentoring skills and possess excellent organisational and time management skills. You will have a strong working knowledge of computer hardware and network operating systems and expertise in troubleshooting hardware and software compatibility issues across various configurations. You will ideally be proficient in MS-Windows, MS SQL Server and concepts of SQL databases including advanced query analysis and/or engine optimization. Experience of .Net technologies, IIS, Scripting (C#, VB, Java, HTML or CSS) and reporting tools is highly desirable.