Application Support Analyst

Application Support Analyst, Software, Accountancy Software, Andover, Hampshire to 40,000 (Hybrid)

This is a great role for a Senior Application Support Analyst to join an exciting Software company and to be part of their growth journey The Application Support Analyst plays a key role in delivering high-quality support to customers using their products. The role covers triaging and managing customer enquiries, troubleshooting and resolving issues, creating detailed bug reports and assisting with software testing. It also contributes to the development of self-service resources and processes and builds subject matter expertise in the product software solution.

KEY RESPONSIBILITIES

• Provide support to customers via the service desk system, email and phone.
• Offer clear and concise guidance on product features and functionality.
• Ensure a high level of customer satisfaction through professional, courteous communication.
• Apply strong product knowledge to assist customers effectively.

• Where required, own SLA and KPI compliance monitoring for customer contracts, tracking performance against the targets and thresholds set out in the relevant contract schedules.

• Assess the nature and urgency of customer issues.

• Troubleshoot, investigate, diagnose and resolve customer-reported issues.
• Analyse customer-reported problems to identify root causes.
• Utilise diagnostic tools, techniques and methodologies to resolve technical issues.
• Create detailed bug reports and assist with software testing.

• Document identified bugs with comprehensive detail for the development team.

SKILLS & EXPERIENCE

• Previous experience within helpdesk support or an IT team or alternatively experience using school administration software.
• Strong aptitude with IT systems and software.
• Excellent communication skills with customers of varying technical abilities.
• Effective written and verbal communication with colleagues.
• Methodical and disciplined approach to problem solving.
• Strong desire for continuous improvement and willingness to learn accounting concepts and terminology.
• Tertiary qualification in information technology or a related field (advantageous).
• Experience of monitoring contractual SLAs and KPIs, preparing performance or governance reports, supporting service reviews and maintaining audit-ready compliance records would be advantageous.
• Experience within the UK school education sector and/or Educational Technology sector (advantageous).