Application Support Analyst

We are looking for a talented individual who is keen to deliver excellence in IT support services. The role itself will involve troubleshooting and resolving third line incidents and problems whilst maintaining a high level of customer care to ensure all our customers’ needs are met. You will need to efficiently log and update call records using the call management system., · To provide Technical support to customers via the Telephone, email and Instant Messaging

· Running T-SQL scripts and monitoring databases

· Provide Training and Support to customers via remote desktop

· Strong understanding of support incident resolution, identifying call urgency and customer communications during fault resolution

· Excellent interpersonal and customer care skills, excellent communicator, team player and extremely customer focused

· The ability to explain IT issues in simple terms for non technical staff

Requirements:

Essential

· Educated to A level with ICT

· Excellent written and spoken English

· Availability to work evenings and weekends. Our helpdesk is open from 7am to 10pm Monday - Sundays

· Experience in working in a customer service IT environment

· Experience in dealing with customers face to face and by telephone

· Excellent problem solving and decision-making skills

· Good communication skills

Desirable

· Knowledge of the betting industry

· HND in an IT related specification

· SQL experience, * GCSE or equivalent (required), * Customer service: 1 year (preferred)