Application Support Analyst in Leeds

Job description

*Job Title:* Application Support Analyst*Section:* Service Desk*Reporting to*: Head of Service Desk*Reports*: None*Location:* Leeds based - Hybrid working with expectation to attend the Leeds office twice a monthCompany OverviewFounded and grown by people with a genuine belief in helping people thrive in higher education, Solutionpath develops technologies which help institutions understand engagement, improve retention, and make a meaningful difference in the lives of their students.The company has grown organically, developing an increasingly mature product, and finding enthusiasm and market appreciation for the technology and expertise we bring to our customers. We’re a close-knit team with a relaxed and informal nature, and we’re trying to build a company culture of kindness, shared responsibility, and ownership.We want everyone to have a voice and a say in how we further improve and grow, and we’re going through a period of transition to help us focus more effectively and sustainably on products and customers. We want everyone to have the tools, time, and support to play a part in that, and we’re reshaping the company to make that a reality.ScopeAn excellent opportunity to join our Service Desk team supporting Universities in utilising our innovative and market leading Student Engagement Analytics platform.We are looking for an experienced Application Support Analyst to join our forward-thinking and highly successful Support team. This role provides critical technical application support for our clients in both on premise and cloud settings.Duties & ResponsibilitiesAt 2nd line you will have a deep understanding of our Product Portfolio and will act as first responder for the StREAM application. Your day will typically consist of the following tasks:* As first responder, provide exceptional customer service to all our clients across tickets, email, video, and telephone.* Monitoring and triaging incoming support tickets in line with existing SLA's.* Troubleshoot data related issues, including interrogating client data using SQL queries.* Configure integrations to import client source data into the StREAM application.* Undertake basic application configurations.* Communicate regularly with stakeholders to provide timely status updates on investigation, progress, and ticket resolution.* Attend calls with clients to support with data related queries.* Interface cross functionally with Solutionpath colleagues in order to progress ticket resolution.* Maintain and update Service Desk Knowledge Base.Qualifications, Skills and ExperienceEssential* A ‘Customer First’ mentality* Strong analytical and problem-solving skills* In depth knowledge and experience of MySQL* In depth knowledge and experience of writing SQL queries for fixing data issues* Solid experience in 1st & 2nd line software / application support* Ability to prioritise and execute tasks* Strong written and verbal communication skills across all disciplines* Experience of providing support on software and client data integrations and application configurations.* Linux administration & Windows Server* MySQL, MSSQL, Oracle DB* Client VPN access* Able to perform in a high-volume, fast paced environment.Desirable* JSON and UI Configurations* Knowledge of ITIL Foundation v.4 (or equivalent).* Scripting - PowerShell, Bash/Shell* Experience/knowledge of Jira Service Management.* Proficient Business Systems knowledge (i.e., Jira and Confluence).Business Systems used at Solutionpath* Xero, HiBob HR, O365 (Teams/SharePoint/MS Project), Zoho CRM, Visio, JIRAPersonal Characteristics* Customer & outcome focussed.* Impeccable written and verbal communicator.* Patient and understanding to needs and attitudes of colleagues and customers.* Ability to resolve complex problems.* Attention to detail.* Planning and organisation skills.* Strong work ethic with high levels of motivation and enthusiasm.* Pro-active approach, able to work on own initiative and interact as part of a team.* Excellent self-presentation skills and commercial awareness to always represent Solutionpath professionally and accurately.Competency Model CharacteristicsProblem solvingTeamworkTechnical AbilityCommercial AwarenessService ExcellenceLevel 1Can resolve simple problems on their own, knows who to refer to when problems are more complex.Works as part of a team, taking requests from management or senior members and executes them appropriately.Learning the skills required to perform the role.Aware of the importance of the customer and their own part in representing the company.Maintains the existing relationship with the customer and represents the company on a positive manner.Level 2Can resolve medium problems on their own,Contributes to team discussions and has the confidence to suggest improvements.Has the basic skills required to perform the role, with expertise in certain areas.Sees basic opportunities with customers and can communicate these to the appropriate person or department.Builds relationships with customers and enhances existing relationshipsLevel 3Can resolve complicated problems, encouraging others to assist where required.Leads a team, ensuring that tasks are executed appropriately.Has all the skills required to perform the role and demonstrates a growing range of expertise.Recommends changes to the business process and backs the recommendation up with evidence and documentation.Builds relationships with large customers from scratchLevel 4Can resolve the most complex problems in a timely fashion and is seen as a go to personLeads a team, setting out strategy and ensuring it is implemented successfully.Subject matter expert, can mentor and train others in their field of excellence.Builds, deploys and manages complex business plans with large financial impactBuilds strategic relationships with large organizations and ensures day to day relationships are handled internallyAll Solutionpath Employees will.* Adhere to the organisation’s policies and associated written arrangements as articulated in the IMS.* Take reasonable steps to minimise any adverse impact arising from their activities, including to their own health and safety, that of others who may be affected by their acts and omissions, the natural environment and information security.* Co-operate with the organisation in complying with duties and requirements imposed by relevant statutory provisions and any reasonable instruction issued by anyone acting in the interests of Solutionpath Ltd.* Observe all displayed precautionary or warning signage.* Work strictly within the bounds of their competence and authorisations, where appropriate.* Report all actual or suspected incidents, ill-health, near misses or hazardous situations that may have the potential to adversely affect information security, the natural environment, client satisfaction or health & safety.* Be empowered to stop others working if they consider their work activities to pose a risk to information security, the natural environment, client satisfaction or health & safety, and to refuse to undertake work that they believe pose a similarly unacceptable level of risk.* Raise suggestions, comments etc. that they believe will improve Solutionpath Ltd in general.* Attend to any matters not specifically mentioned previously, that are essential to good business, quality and information security performance or report them so that they can be attended to.Job Type: Full-timeSalary: £20,000.00-£30,000.00 per yearBenefits:* Company events* Company pensionSchedule:* Monday to FridayApplication question(s):* Please could you confirm your salary expectations for this role?Education:* GCSE or equivalent (preferred)Experience:* Technical support: 1 year (preferred)* Customer service: 1 year (preferred)Work Location: Hybrid remote in LeedsReference ID: APSASP

Extra information

Status

Closed

Education Level

Secondary School

Location

Leeds

Type of Contract

Full-time jobs

Profession type

Advice

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English