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Application Support Analyst

London, UK



**The Company** Our client is a rapidly growing software and application provider who developer specialist technology solution for the pharmaceutical industry. Their products are used internationally by various leading pharmaceutical companies and research organisations. **The Role** We are currently preparing to launch our next generation platform and seeking an Application Support Analyst to join the team. Ideally you will have experience in a support desk environment or as a software tester. Responsibilities include: - Provide 2nd line support for customers and studies. - Triage and respond to customer support tickets according to Service Level Agreements. - Analyse and troubleshoot issues raised to the support help desk by users of the system. - Verification of live issues against application specifications. - Resolve issues in a timely fashion providing clear and concise explanations, where appropriate. - Resolve and close support tickets according to SLA. - Escalate issues internally that cannot be resolved within the support team. - Own tickets in help desk queue until final closure. **Requirements** - Experience in a support desk environment. - Have a good knowledge of software delivery and support processes. - Experience working to SLAs. **Desirable** - Self-motivator with a willingness to learn new skills. - You enjoy working with internal teams and customers to overcome challenges. - Superb attention to detail and accuracy. - A can-do attitude.

  • Job Owner: t.jacob

Posted 10 days ago

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