IT Application Support Analyst

The role is an excellent opportunity to join a thriving socially responsible IT company developing next generation financial technology. The candidate will be based locally to Ilkley, West Yorkshire and is a highly resourceful and experienced support analyst who will be motivated, innovative, and who relishes a challenge. They will provide support to end users on various technical issues and problems and will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

Responsibilities:

• Provide exceptional 1st and 2nd line customer application support
• Effective triage and management of issues
• Ensure resolution of assigned incidents assigned to the resolver teams
• Own and effectively manage the support queue
• Proactive monitoring of supported systems in order to proactively identify issues and minimise disruption to production platform
• SLA management and reporting
• Customer engagement during onboarding
• Produce quality documentation including user guides, training manuals and support documents

Skills & Experience:

• Effective and confident communicator
• Analytical skills as well as an ability to think outside the box
• Work effectively within a geographically dispersed team and customer base
• SaaS and web application support experience
• 1st and 2nd line support and SLA management
• Remote desktop support
• Financial industry experience is desirable
• Willingness to occasionally travel to customer sites

We are committed to employing a diverse and inclusive workforce, reflective of the customers and communities we work with. As well as a competitive salary and benefits package, you’ll also get the opportunity to help shape the future of our business. Along the way we’ll give you all the support you need to develop your skill set and achieve your long-term ambitions.

Hours are Monday to Friday, 9 to 5pm.

To apply please email to hello@incuto.com

No agencies.