In jobs / By Darren Cooper / 02 August 2017
Job Title: Application Specialist
Reporting to: Service Desk & Application Support Manager
Location: Northampton Office (NN4 5EZ)
Working pattern: Standard Nasstar working hours are Monday to Friday, 09:00-17:30. 7.5 hours per day, 37.5 hours per week. You will be expected to attend according to any shift patterns and rotas your line manager schedules for you, if applicable. The business may need to flex these standard hours to meet operational needs.
Purpose of job: The Application Specialist’s role is based on the Action Team role, which takes you away from the telephone to work on incidents that need more concentrated troubleshooting time. It also provides some level of overflow cover for the Service Desk, which involves being the first point of contact for all customers reporting incidents.
Responsibilities & Tasks – Service Desk
• Providing first-line phone response to clients on calls that overflow from the Service Desk • Gathering of pertinent information from requesters to enable either yourself or other team members to solve the issue
Responsibilities & Tasks – Action Team
• Resolving as many client incidents and requests as possible every day • Progressing incidents/requests from your ticket queue as per the agreed process • Keeping the client up to date and informed on progress of their tickets at all times • Escalate incidents/requests immediately when it is known that the issue needs different expertise • Performing daily, weekly, monthly and yearly checks each morning for our client base • Create, maintain, use and update solutions for common problems to help future team members solve reoccurring and similar issues • Identify common recurring incidents and flag to the Problem Manager so that problems can be created and dealt with • Sharing of Application knowledge to both the Service Desk and other team members, to further their knowledge in what we support • Carrying out changes to client systems where necessary, adhering to Change control at all times
• Good communication skills (in person, by telephone and in writing) • Good troubleshooting skills including the ability to know what questions to ask to fully understand the request or fault being reported • Good time keeping and organisational skills in order to effectively manage multiple issues and accurately log the time spent on each one • Willingness to always help and provide the best possible customer service to all clients • Able to empathise with the customer’s view point • Able to follow company defined processes • Able to work to tight deadlines and SLA’s whilst under pressure • Able to work with internal and external (vendor) support teams • Good attention to detail in every aspect of the role • Willingness to learn and adopt new technologies and to strive to become an expert in each • Flexible and adaptable approach to rapidly changing requirements to meet the demands of the company and its customers • Confident and assertive when liaising with third parties to get them to resolve incidents that are out of our scope quickly and effectively • An understanding of process and best practice across the recruitment, finance, legal or property sectors • Good knowledge of multiple applications across the recruitment, finance, legal or property sectors as well as the relevant 3rd party integrations, ideally accompanied by relevant Microsoft or equivalent accreditation • An understanding of ITIL methodologies, ideally ITIL Foundation accredited • Willingness to actively work towards relevant professional qualifications to meet company and client application support demands
• Supporting applications in a hosted desktop environment • Supporting specific CRM’s such as Dynamics CRM, Bond Adapt or Salesforce • Understanding of underlying databases such as MS SQL
How do I apply?: Please send an up-to-date copy of your CV plus a covering letter (if desired) to HR@Nasstar.com