1st Line Support Analyst
22 days ago
Windsor
1st Line / Application Support Analyst • Location: Windsor Day-to-day of the role: • Provide first-line support to clients, resolving operational, configuration, and system-related issues., • Log, manage, and progress incidents in line with agreed support processes and SLAs., • Perform initial diagnostics on technical issues and escalate to 2nd Line Support or Development teams as necessary., • Support the testing, validation, and release of software updates and system enhancements., • Assist with the configuration, maintenance, and monitoring of both cloud and on-premises company infrastructure., • Proactively identify recurring issues and contribute to their permanent resolution., • Maintain accurate documentation, knowledge articles, and support records., • Identify opportunities for continuous improvement in support processes, system stability, and client satisfaction., • Strong communication and customer service skills., • Solid foundation in IT support with an understanding of quality, security, and data protection standards., • Proactive approach with a willingness to learn and a commitment to delivering an excellent client support experience., • Application Exposure to database administration, system integration, or release management activities is beneficial., • Previous client-facing experience in a technical support or service desk role., • Experience diagnosing and resolving application or system issues in a production environment., • A university degree in Computer Science, or proven industry experience in a comparable role.