Application Support Analyst

Job Type

Information Technology

Location

Solihull

Contract type

Permanent - Full-time

The Application Support Analyst provides a support interface for internal and external customers with primary responsibilities for recording, triaging, allocating, monitoring, escalating and reporting customer service incidents and managing the implementation of change.

You will be responsible for providing support to end users across the business in response to requests & incidents raised making sure all incidents are accurately recorded in the help desk system and monitored through to resolution and chase up any required actions

The Application Support Analyst provides a support interface for internal and external customers with primary responsibilities for recording, triaging, allocating, monitoring, escalating and reporting customer service incidents and managing the implementation of change.

You will be responsible for providing support to end users across the business in response to requests & incidents raised making sure all incidents are accurately recorded in the help desk system and monitored through to resolution and chase up any required actions

What you will do:

  • Deal with user incidents in a prompt and professional manner in line with the defined service level agreements
  • Ensure all incidents are recorded to the required standard
  • Provide the initial assessment of all incidents, first time fix where possible or allocation of calls to appropriate resolver group
  • Monitor and escalate incidents in line with the defined service level agreements
  • Ensure that the processes for master data creation, maintenance and deletion are followed
  • Implement application enhancements or configuration changes, following the release management and change control procedures
  • Maintain housekeeping processes that deliver smooth running applications, minimising downtime

What you will have:

  • High aptitude for understanding and learning new application packages, with ability and confidence to sensibly challenge the status quo
  • Proven track record of incident management, customer service and support
  • Experience of call logging and working with IT support teams and third parties
  • 2 – 4 years’ experience within IT is desirable

What we will offer you:

Taylor Wimpey is a FTSE 100 business and one of the largest residential developers in the UK, building new homes and communities across England, Scotland and Wales. We are passionate about building new homes and communities with a focus on sustainability.

Our people are important to us and we want to make sure that we reward and recognise all the great work that they do. Our employees enjoy many standard benefits including access to the Taylor Wimpey House purchase discount scheme, pension (including company contributions), quality health cover, share save schemes as well as many flexible benefits such as buying additional holiday days, retails discounts, free Bupa health assessments and so much more.  Our benefits work perfectly with our culture where you feel valued as a member of a successful team. 

We offer industry leading subsidised professional training and development, which support our employees to excel and fulfil their career and personal goals in a variety of opportunities and environments. This in turn drives a strong succession of high performing customer centric leaders, really putting customers at the heart of everything we do. We embrace diversity and look to develop our people in the skills and areas they are most interested in, leveraging the qualities and appreciate the unique competencies, skills and experiences that each person brings to the company.

We work hard to attract the best talent for our award-winning business and are proud to feature in the top companies to work for on Glassdoor, voted for by our employees. If you are looking to join a thriving, company going through an exciting period then please get in touch. To read more about what it’s like to work with us then have a look at our Glassdoor profile by clicking here.

Closing Date

Friday 21st June 2019