Application Support Consultant / Software Support Specialist Job in Uxbridge UB81JX, London UK
Application Support Consultant / Software Support Specialist
1st Line Software Support / 2nd Line Software Support
Harrow, Ruislip, Uxbridge, Watford, West London,
SQL Server, Microsoft Infrastructure, JavaScript, XML
£30-35,000 + Bonus + Pension + Training (ITIL)
A Software Support Consultant / Application Support Specialist is urgently required by an established and rapidly growing Software House based in West London. The role is to join the Customer Services team at the start of a restructure which will great improve the customer's experience. FAST TRACK PROMOTION available from 1st Line Support to 2nd Line Support
The role involves:
- Offering a high class customer service experience by empathising with customers and building relationships with them.
- Taking ownership of escalated cases in a well organised process driven manner
- Prioritisation, Problem Analysis Resolution and Level 2 queue management (along with other Support Specialists) as per the agreed SLA.
- Working with the Projects, QA and Application Development teams in order to resolve difficult cases.
- Owning specialist Projects within support and working with a broader audience in order to successful complete the project within the agreed time or SLA.
- Managing customer's expectation by providing regular updates as required or as per SLA.
- Creating, reviewing and amending technical support documentations and support procedures to ensure that they are kept up to date.
- Mentoring and guiding members of the Application Support Team with technical as well as procedural issues.
Customers are UK Blue Chip companies and Public bodies, with 80% resolution of support call by the 1st Line Team
You will need to demonstrate the following knowledge/experience:
- Track record of effecting application management changes within a Windows multi-level / Client-server based applications.
- Broad technical knowledge (strong SQL skills coupled with good Network and infrastructure related skills).
- Understanding and logical troubleshooting of Windows based application work flows, reports and forms developed in XML and Java Script.
- Experience of supporting Client-server and web-based applications
This is a British company that has outperformed all the competition for the last 2 years and is looking forward to positive growth projections in 2012. It has almost 15 years experience in delivering award winning, ITIL accredited Service Management (ITSM) software to Blue chip clients in the UK. This is an ideal company for career and personal development, and to get exposure to the very latest technologies
KV Recruitment Limited provides services as an agency and an employment business