Application Support Analyst(2nd Tier Desk Analyst)

Application Support Analyst, 2nd Tier Desk Analyst, Social Care
Customer Service, Idox Software
Glasgow, Woking or Home based, UK

About the role
We are actively seeking to recruit a candidate into our Social Care team to assist in the support of primarily our Directory Platform, with some cross-skilling on our EHC Hub as we are looking to merge two teams into one larger support team. The ideal candidate should have experience in web application support, troubleshooting and experience working with Developers to ensure a rounded experience for our customer base.

Joining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web Development, Project Management and Professional Services, consulting and advisory work. As a member of the Service Desk team within the Public Sector Software Division, a 2nd Tier Service Desk Analyst also sets out a first-class Customer Service career path.

This particular role supports our Social Care customers and software users. Delivered as software as a service (SaaS) solutions, Idox hubs and portals enable self-service and provide efficient and easy access to family, children’s and special educational needs and disabilities (SEND) services. To support these essential services, you’ll take full ownership of support incidents, fully investigating and effectively progressing each service ticket to the point of satisfactory resolution. You’ll be keeping all parties up to date on progress, ensuring that all incident records are accurately logged and fully completed, paying close attention to compliance, process and recording, as well as fully supporting our customer.

Key responsibilities:
· Supporting web-based applications that are developed in-house
· Responding to all customer support incidents within the agreed SLA timescales
· Taking ownership of all assigned incidents and progressing these through to resolution, ensuring the customer is kept informed of incident progress
· Fully investigating the query and undertaking fault replication within the company’s software as appropriate
· Accurately recording all related communication and actions into the incident logging system in accordance with the agreed procedure
· To develop and maintain up to date detailed knowledge of the Company’s products in accordance with a personal development plan
· Ensure all direct contact with customers is carried out in a professional and courteous manner, ensuring the company is represented to the highest standard.

To be successful, you’ll need to bring:
· A strong foundation understanding of software applications, ideally in support or service delivery
· Working knowledge of server-side vs client-side code execution
· Working knowledge of HTML/CSS and a readiness to develop skills in JSP
· Experience of working as part of a team within a busy customer driven environment
· Ability to work to tight Service Level Agreements
· An ability to understand new technologies and terminology quickly
· Confidence in dealing with challenging situations, and the ability to work under pressure
· Self-motivated: able to use own initiative, working well in a team and individually
· Excellent customer service and diagnostic skills.

Additional desirable qualities:
· Experience working alongside Developers, Jira, DevOps.
· Minimum 1 year (12-18 months) experience with Applications Support as a core skill or with in-house applications.