Job Title: Application Support
Location: Reading (Hybrid)
Salary £50K


ACCOUNTABILITIES:

• Provision of our Wide line of business Application support for all users. This would involve answering support queries via phone, email and face to face. Learning and adhering to local support procedures for call reception, fault logging, investigation and closure.
• Maintain a high degree of customer service for all support queries including ownership, feedback, allocation and follow up. To take ownership of user problems and be proactive and understanding when dealing with user's issues. Ultimately provide help and advice to users of the service and be able to offer appropriate technical guidance and advice.
• Investigation and diagnosis faults and problems.
• Liaise with 3rd party vendors to resolve outstanding calls.
• Work with business stakeholders to drive data integrity within the business.
• Build and support a web based reporting suite for all of our line of business applications.
• Support IT Project Manager in testing and delivery of change.
• Work with Head of IT in assessing new technologies and ideas - supporting the progressing of appropriate ones
• Undertake ad-hoc changes to applications where possible through utilising vendor tools or code.
• Investigate, analyse and document reported defects in database developments.
• Assist in creating, documenting, and implementing test plans, scripts, test harnesses, technical documentation.
• Work with Head of IT in evaluating and identify emerging technologies which may become part of the service offering.

KEY COMMUNICATIONS & WORKING RELATIONSHIPS:

• Head of IT
• IT Project Manger
• Outsourced Vendors
• All colleagues

Person Specification KNOWLEDGE:

• English and standard business language
• Microsoft SQL reporting
• Oracle SQL reporting

SKILLS / TRAITS:

• Self-development - willingness to learn
• Passionate and enthusiastic
• Adaptability/flexibility/dependability
• Co-ordination skills
• Ability to work with others or independently with initiative
• Cheerful and approachable personality
• Regular visits to other Offices and external locations for meetings/training

TECHNOLOGY:

• SQL scripting - T-SQL or Oracle - (essential)
• MS Office suite (essential)

• Knowledge of MRI Horizon (desirable)
• Knowledge of Deltek PIM (desirable)
• C# development (desirable)
• Microsoft Azure

EXPERIENCE:

• Office experience desirable
• Experience with IT application support

QUALIFICATIONS: A Levels or NVQ with Computer related qualification Good Interpersonal skills Good Communication skills Ability to work on their own initiative Clean driving license