Application Support Analyst

As an application support analyst, you will work closely with internal teams who deliver bespoke Microsoft D365, SharePoint Online and Power Platform projects to a wide variety of clients across multiple sectors.

  • POSITION:Full-time
  • LOCATION:
    Portishead, Bristol

Overview

You will be responsible for providing a range of application support services to existing clients and will be expected to diagnose, triage and resolve issues and manage all relevant customer interactions.

For issues that require escalation to the Development Teams you will be expected to provide comprehensive information to aid reproduction of the fault, and will provide ongoing management of the issue until a successful conclusion is reached. You will engage in knowledge management and problem management activities in order to continually improve internal service operations and enhance the customer experience.

The Role

Key Responsibilities

  • To act as a primary point of contact for all customer application support issues, either from direct customer contact, or through ticket escalation from the Service Desk function
  • To interact with customers via a variety of channels, including telephone, email and via the use of a service portal
  • To resolve customer’s incidents and service requests, achieving high first contact resolution and customer satisfaction scores
  • To ensure that customers are kept informed of the progress of their incident or service request at all times
  • Proactive management of the application support queue in accordance with customer SLA’s
  • Reproduction of issues in dev & test environments and provide reproduction steps to the Development Team
  • Ongoing management of any escalations to the Development Team
  • Undertaking other application support activities that fall within the team’s remit, such as automation, manual workarounds, maintenance, upgrades, report writing and scripting
  • Produce documentation and knowledge base articles, along with other sharing activities such as training, to ensure succession of knowledge within the team
  • Capture and active management of any relevant knowledge articles to streamline and simplify future support activities and enhance the customer experience
  • Identify repeat failures, identification of root cause and make recommendations for long term fixes in line with problem management approaches
  • Liaise with internal & external stakeholders
  • Identify change requests and escalate to the project management team
  • Execution of test activities as required
  • Maintain awareness of and follow Chorus company procedures and guidelines
  • Demonstrate behaviours that promote our values
  • Undertake any other duties as reasonably requested

Personal Specification

Required

  • Knowledge of all aspects of Dynamics 365 and areas of possible customisations, to be able to troubleshoot and triage issues effectively, Including, but not limited to:
    • Form based customisations
    • Background processes
    • Power automations
    • Plugins
    • Custom workflow activities
  • Experience of administering and supporting SharePoint Online environments, including:
    • Management, customisation and troubleshooting of SharePoint permissions
    • Basic SharePoint site configuration, including libraries, lists and navigation
  • Strong organisational and analytical skills
  • Experience working in a customer facing environment
  • Strong verbal & written communication skills
  • Proven ability to prioritise / manage many open tickets
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About us

Chorus are an award-winning Managed Service Provider, specialising in Microsoft technologies and working with leading private and public sector organisations across the UK.

Founded in 1999, we have continued to innovate and evolve our services so that we always deliver the latest cutting-edge solutions with a cloud-first approach and exceptional customer service.

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Benefits

Extraordinary results start with amazing people; we look for people with passion and drive and in return we provide you with an excellent platform to develop your career, knowledge and experience while helping our clients tackle exciting challenges.

  • Support with latest training and certifications
  • Excellent growth and advancement opportunities
  • Fantastic staff and family social events and annual awards
  • Modern office and staff area: pool table, PS4s, table football, arcade games
  • Free parking, fruit and drinks
  • Other benefits: company pension, childcare vouchers, discounted gym membership
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