Application Support Analyst

My client is a trusted supplier of software products to many household names and build robust, cloud-based applications which help their customers manage business processes. This is an opportunity to join a close nit team of technically minded Support Analyst in a forward thinking environment. You will have a range of software application support experience in a 2nd line capacity, act as a point of escalation and troubleshoot complex technical issues in SQL. The ideal candidate will have a strong technical background in both software applications and Microsoft technology and will provide excellent customer service for external users. Responsibilities: ** Resolving application incidents, problems and requests for customers within agreed SLA's ** Working closely with the 1st line helpdesk to manage incidents and develop appropriates fixes or a plan of action ** Escalating in depth technical Application issues to the Product Development team, providing detailed analysis of the problem to establish long term solutions ** Recording and documenting activities throughout the day within the companies CRM system, helping to prioritise tasks and the urgency of individual customer issues Skill set: ** Experience in a bespoke application software support assisting with technical, software and database issues ** Good technical understanding of a wide range of platforms - Microsoft Technologies (SQL), Web (,NET) and Mainframe would be desirable ** Experience liaising with senior members of management, throughout the business and technology sides of the company ** Knowledge and understanding of ITIL processes (ITIL foundation certificate / ITIL Managers Certificate desirable) ** Produce documentation for customers and for internal use This is a great opportunity for a seasoned application support analyst to join a fast growing organisation, who will provide a defined career path into a more development focussed role. For more information apply and call Callum Hunter on (Apply online only). Application Support / Support Specialist / IT Support / SQL / SQL Scripting / SQL Queries / .NET / Mainframe / ITIL / Glasgow