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Application Support Developer

Employment Type
Full time
Salary
Competitive
Location
Solihull

Role Purpose

As a member of the Service Desk, working on the applications team, the Application Support Developer will play a key role in the delivery of high quality 2nd and 3rd line support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

Key Responsibilities

Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function
Work with your colleagues on the Service Desk to answer incoming calls, manage Incidents and Service Requests, escalating where appropriate and in a timely fashion
Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
Provide Problem Management by using all the information to hand to identify, prevent or resolve either on-going or potential issues that would affect a adversely customer
Ensure that all work carried out for customers is recorded in the in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract/contract line
Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate. Accreditations are to be kept current and appropriate
Develop your knowledge and skills, whether by self-study or formal training of all the applications deployed by the applications team. This includes but is not limited to NAV, CRM, SharePoint and various reporting tools
Develop knowledge of our customers’ businesses and organisation, including key users of technology and their needs
Deliver on your PAS goals
Endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required
Help with additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objectives from time to time

Skills and Experience

Strong troubleshooting, problem-solving and development skills across the Microsoft Dynamics Suite and related third party solutions, including specifically (but not exclusively), NAV, CRM, Zetadocs, Zap, Jet express and Agiles workflow
A passion for technology and a desire to build a career in IT managed services
Previous experience within a Service Desk environment delivering remote support to corporate clients
Understanding of Incident/Request management and ticket handling
Experience of working to SLA’s and KPI measures
Experience of using/contributing to a Knowledge base
Understanding of ITIL is beneficial
Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing
Good time management skills

For more information about this position, please email yourcareer@acora.com and include a copy of your CV

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