Unique opportunity for a talented Application Support Developer to deliver high quality support to a significant client serviced by a high growth PE backed managed services business
As a member of the Service Desk, working on the applications team you 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.
This role requires strong troubleshooting, problem-solving and development skills from the Microsoft Dynamics Suite and related third party solutions, including specifically (but not exclusively), NAV, CRM, Zetadocs, Zap, Jet express and Agile workflow. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction. This may often be under challenging conditions.
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.
Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
Provide Problem Management by using all the information to hand to identify, prevent or resolve either on-going or potential issues that would adversely affect a customer.
To 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.
To 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.
To 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.
To ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its customers.
To develop knowledge of our customers’ businesses and organisation, including key users of technology and their needs.
Deliver on your PAS goals.
To understand your role in the delivery of the company’s Business continuity objectives.
To support a culture where ‘the customer’, service excellence, continuous improvement, best-in-class’ and adherence to company policy, best practice and procedures, is the de facto way in which we conduct our business.
To adopt and endorse the company’s Mission Statement and all supporting policies, across all aspects of the role at all times.
To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
Such 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
A passion for technology and motivation to quickly develop a wide range of technical skills
Hands on experience with help desk and remote control software
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Able to collaborate with different teams across the programme to promote a Quality Culture
Knowledge of Navision
Strong communication skills and a sense of ownership and drive
Strong ability to deliver presentations
Effectiveness in time management
Ability to handle sensitive business information
Full UK driving licence
For more information about this position, please email firstname.lastname@example.org and include a copy of your CV