[Hiring] Application Support Officer @Informed Recruitment

Role Description

Are you an experienced in application support to 2nd/3rd line? Do you have experience supporting software solutions? If this describes you then let Informed Recruitment help you achieve your potential with an exciting opportunity for an Application & Support Analyst for a respected & established social enterprise in the midst of a digital transformation programme.

On offer is a six-month contract outside of IR35. The main purpose of this role will be to ensure the provision for a second and/or third line support service on internal application services. You will do this by:

• Resolving tickets and issues raised by clients in accordance with internal service levels, processes, and procedures.
• Providing positive and customer satisfaction driven help desk services over ticket and call, measuring quality, resolutions, and timing.
• Being involved in ad hoc project work, investigation & root cause analysis of underlying system issues.
• Helping with systems configuration, data conversion, and testing where necessary.

Qualifications

• Experience providing 2nd/3rd line support on housing software applications.
• Experience of working with and supporting social housing management systems to systems administrator level (Such as Civica Cx Housing, MRI Enterprise/Orchard Housing/Capita One/OPENHousing, NEC Housing, Aareon QL/Homemaster/ActiveH, Rubixx, or similar).
• Customer service driven with a high standard of issue resolution and problem management.
• Experience of investigating underlying systems issues with associated root cause analysis.
• Previous experience leading, mentoring or line managing first line members of staff.

Requirements

• SQL scripting skills to interrogate data sets, or SQL Server administration skills.
• Reporting skills (using tools such as Power BI, SSRS, Business Objects, Crystal reports, etc).
• Excellent communication skills, adept at liaising at all levels with a variety of stakeholders.
• Experience integrating business systems and processes.
• Highly analytical with a keen eye for problem solving.

Benefits

• This role is home based.