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    Application Support Analyst(2nd Tier Desk Analyst) - Glasgow, United Kingdom - Idox plc

    Idox plc
    Idox plc Glasgow, United Kingdom

    2 weeks ago

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

    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.

    Supporting web-based applications that are developed in-house

    • Responding to all customer support incidents within the agreed SLA timescales
    • Fully investigating the query and undertaking fault replication within the company's software as appropriate
    • A strong foundation understanding of software applications, ideally in support or service delivery
    • Working knowledge of server-side vs client-side code execution
    • Additional desirable qualities:
    • Experience working alongside Developers, Jira, DevOps.
    • Minimum 1 year months) experience with Applications Support as a core skill or with in-house applications.
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