Senior Support Analyst

  • Location

    Aberdeen, Scotland

  • Sector:

    IT & Design

  • Job type:

    Permanent

  • Salary:

    £27000.00 - £33000.00 per annum

  • Contact:

    Mark Buscombe

  • Contact email:

    mark@cmdrecruitment.com

  • Job ref:

    BBBH7885_1561992609

  • Published:

    3 months ago

  • Expiry date:

    2019-07-31

  • Consultant:

    #

KEY PURPOSE:

Responsible for front line support of and you will act as an escalation point for the team in the absence of the Service Desk Team Leader. The successful candidate will work with the existing team of Service Desk Analysts to support our existing client base and may also be involved with Level 1/2 project. They will be supported by the technical team and will carry out the investigate

The role will be based in Aberdeen and may involve some travel.

REQUIREMENT:

A proven track record in Application Support

Experience working with Service Level Agreements

Educated to degree level

Knowledge of client/server applications and reporting tools (e.g. Crystal Reports; Business Objects)

  • 5 + years in Application Support to a large client base or extensive experience of supporting 3rd party systems
  • Educated to Degree level
  • Excellent communication skills
  • Service Desk and Customer Care focus
  • Ability to work in a team and on own initiative
  • Manage time and workload on own initiative
  • Able to assess impact to customer
  • Able to query customer to obtain clear details of issue
  • Project management awareness
  • Able to convey information in a manner which customers can understand
  • Build relationship with customers
  • Good experience of SharePoint and windows environment
  • Good experience of client/server applications
  • Able to mentor junior staff and delegate
  • Able to deal with escalation and work under pressure
  • Strong problem solving and analytical skills
  • Good organisational and strong time management skills
  • Experience of a reporting tool - e.g. Business Objects, Crystal Reports
  • Knowledge of SQL and Oracle
  • Good understanding of relational databases
  • Able to liaise with developers and database administrators to support escalated issues
  • Knowledge of implementation of systems
  • Experience of Local Authority or Transport Organisation operating processes would be an advantage but not essential