Application Support Analyst
2 weeks ago
Overview Application Support Analyst role at MRI Software . We operate a hybrid working model with 3 days of working from home per week. This role is based in our Cape Town Office. Please note, this role will work to UK Hours (BST/GMT) from Mon-Fri (08:30-17:00). Responsibilities Effectively log, triage and resolve support tickets Excellent customer communication skills Experience in application support Gain knowledge of our product set Assist in building and maintaining a knowledge base for use across the business, responsible for the documentation Reviewing all support tickets on a daily basis Fast learner and adaptable Applying the appropriate resolution for the issue where required Escalating the support ticket to the 2nd or 3rd line support teams Updating the user / client with the ticket status Candidate Requirements A friendly and collaborative attitude and strong Team Player Excellent telephone manner Strong problem solving skills with a logical approach and use of methodologies such as ITIL Ability to pick up new technologies quickly and efficiently Good experience with Microsoft IT technologies Possess good personal organisation and time management abilities gained in a similar environment Suited to someone who would like to one day progress to a career in Software Development or Implementation of our Software Solutions. Essential Knowledge And Experience Experience of supporting distributed and web based applications Experience of recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions Experienced in updating User Guides and Support Knowledge Base Root Cause Analysis Experience working with Social Housing Application is preferable Knowledge of ITIL Benefits Office perks including office breakfasts, quarterly lunches and virtual social events Employee-led groups such as DEI committee, Women and Allies, and Pride Event Group Medical Aid Scheme Personal Pension plan Parental Leave benefit 25 days of annual leave plus public holidays, plus 16 hours of Flex Time Off Tuition Reimbursement Schemes Flexible work from anywhere in the world for two weeks per year MRI Software is committed to being an inclusive employer, regardless of ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status. Diversity, Equality and Inclusion are values that are critical to our success. Details Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Software Development #J-18808-Ljbffr
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