Application Support Analyst - COBOL
Location: Hybrid, London/Birmingham
Salary range £35,000 - £48,000 dependant on experience
Role:
My client, a global Fintech organisation is looking for a skilled Support Analyst to join their team. You will ensure all Incidents and Service requests logged and resolved contain good quality information within them to allow effective management and reporting manage incidents. You will be required to manage service requests and changes in accordance with agreed policy and procedures to agreed customer service levels.
Can you communicate both proactively and reactively with all users, resolving teams and 3rd parties? You will need to perform the Level 1 Incident actions to all Incidents before assigning to the appropriate resolver.
Responsibilities:
1. Ensure that all customers receive an industry leading customer experience with each contact and any issues or complaints are escalated appropriately.
2. Close all Incidents and Requests with agreement from the customer.
3. Monitor the sources for new Incidents and Service Requests
4. Effectively communicate with the customer, during the lifecycle of a fault/ incident.
5. Debugging Software and applying data or product fixes where appropriate
6. Ratification and implementation of new software versions.
7. Support of Customer User...