Application Support Analyst

Becoming an Application Support Analyst with Capita in Bury St EdmundsFantastic opportunity working within an established ITIL Service Desk providing both telephone and remote diagnostic application support for Capita products with responsibility and ownership for resolving Customer Incidents.This is a fantastic opportunity to work with a large, high functioning team in an open office environment. You will be fully trained on our processes and we are also open to take your steer on new ideas & processes. Interesting work, great culture and progression opportunities at the ready! Great package too.What you will do: * Responsible for responding and resolving Customer Application incident tickets within SLA and KPI targets; * Responsible for the ownership, progression and resolution of incidents allocated, ensuring the end User and incident ticket are fully updated as per the documented processes with all actions taken, including root cause and resolution detail; * To provide a high-quality customer support service with excellent communication skills * To work closely with the Problem Management Team ensuring comprehensive detail is provided for new problems and defects and all associated incidents are linked to inform root cause analysis and impact; * To ensure data integrity is maintained when analysing and resolving incidents; * Provide focus and interaction ensuring the Company operates within its agreed SLA’s and KPI’s, liaising with and updating the end user throughout the lifecycle of an incident ticket, escalating to the Incident Management Team Leader as appropriate; * Ensuring that Company processes are adhered to and recommendations for improvements are progressed; * Actively perform trend analysis to ensure continuous improvements and underlying issues are addressed to reduce the volume of repeat incidents raised through the Help Desk; * To develop knowledge of the applications and business processes used within the Criminal Justice sector in order to provide a high-quality customer support service. Your experience will include: * Call Centre / Helpdesk experience is essential, ideally in a software development environment * Ability to manage and take responsibility for incident tickets assigned in relation to specialist software functionality * Strong customer liaison skills underpinned by a professional telephone manner * Exceptional analytical skills to determine resolution accurately * Have a technical aptitude in order to implement data change where necessary * Be able to work autonomously and within a team to support the end user efficiently * Experience of delivering against Service Level Agreement targets and meeting customer expectations * Experience of Oracle SQL/PL-SQL is desirable * Experience of Microsoft SQL Server is desirable * Experience of Microsoft CRM is desirable * ITIL Version 3 – Foundation is desirable About Capita Case and Record SolutionsCapita Case and Record Solutions is a Microsoft partner and has over 35 years’ experience in helping businesses to transform through the appropriate use of technology to understand, manage and share their company data. Join some of the most highly skilled and experienced IT and Transformation professionals in the country. We invest continually in our employees to ensure that their skills keep up with the rapid pace of change in software making sure that our solutions are fit for purpose now and for the future.Capita Case and Record Solutions are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers’ needs, we’ve helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.What’s in it for you?At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do.As well as a generous basic salary, we also give you 23 day’s holiday, a company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discountsYou’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential – whatever that means to you.What we hope you will do nextHelp us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact Michael Rosbotham on (Apply online only) for guidance. | Become a Change Maker |Follow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check