Job Title: Application Support Analyst - 1st Line Support
Location: Shipley, West Yorkshire
Salary: £24,000 - £26,000 per annum
Job type: Full time - Permanent
Job overview:
We are seeking a proactive and customer-focused Application Support Analyst to join our 1st Line Support team. You'll be the first point of contact for our clients, resolving incidents, answering queries, and ensuring a high-quality support experience. This role offers excellent training, exposure to a wide range of technologies, and opportunities to progress into 2nd line support.
Responsibilities:
* Act as the first line of service for customers, logging and managing tickets from phone calls, emails, and live chat.
* Resolve 1st line incidents and queries, ensuring timely, accurate, and professional responses.
* Serve as a liaison between clients and internal development teams for escalated product issues, enhancements, and bug fixes.
* Log, track, and follow up on incidents through to completion.
* Collaborate with the Account Management Team and other departments to improve processes and client communication.
* Test software prior to end-user deployment.
* Create and maintain knowledge base and training materials.
About you:
1. Efficient - Deliver high...