Remote Application Support Analyst Job in UK IRIS Software Group

Who you are

• Experience in a Service Desk/Helpdesk/Support environment at the 2nd line level, including incident management and working within SLAs
• Solid knowledge of SQL using MS SQL Management Studio
• Experience in debugging web-based applications
• Preferably coding in ASP.NET (C#)
• Sound understanding of IT systems, network configuration, major applications, and desktop support

Desirables

• Detail-oriented
• Strong analytical skills
• Strong communicator
• Self-motivated team player
• Organised
• Adaptable to changing priorities
• Flexible attitude
• Willing to learn on-the-job

What the job involves

• Deliver top-notch second-line technical application support to customers
• Ensure incidents and requests are resolved or triaged within SLAs and KPIs using Zendesk
• Resolve issues using remote access technology or escalate them to other teams or suppliers
• Identify and report repetitive incidents
• Assist Customer Support Analysts with problem resolutions through support, guidance, escalation, or training
• Handle non-technical ‘How To’ queries and maintain accurate client information in Service Desk logging system
• Participate in team projects to improve support service quality and efficiency
• Train new and existing team members on using the iSAMS system