Application/Software Support Analyst

Job Description

Were supporting our clients as they adapt to a new world in the wake of COVID-19. Were now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.Become a Application/Software Support Analyst with Capita Software. Location flexible. This can be a full time or 60% (3 days plus a week) part time role, up to you!The One Service Desk provides support and service expertise to local government across the UK. The primary focus of the Service Desk is to manage cases and find effective resolutions.You will be highly motivated, creative and a real team player, demonstrating an ability to work well within the Service Desk team as well as with both internal and external stakeholders.The tools provided coupled with a creative mind set, will enable you to translate the customer cases into viable solutions in the form of workarounds and knowledge. This position will involve working alongside Business Analysts, Consultants, Software Engineers and other personnel to transfer and enhance knowledgeIf you have experience in revenue and/or benefits systems/software/application but not on technical support, we are happy to provide training on technical support.What youll be doing:Providing technical support on our products to external clientsIdentifying and resolving technical issuesTaking ownership of customer cases to ensure timely and effective solutions are provided.Thoroughly investigate reported cases and defects through fact gathering and remote support.Building strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.Creating Knowledge Articles for customer consumption and contribute towards Knowledge Management in the wider business.Adhering to and improving upon current Application Support processes.Learning, supporting and investigating the functionality of the software at all levels.Identifying patterns in software usage and potential training opportunities.Use expertise to influence enhancement of products with Product Managers.What were looking for:Experience with one or more of the following in local government software:Council TaxBusiness ratesBenefitsExperience of successful customer service.Excellent communication skills, being able to convey complex and difficult issues both verbally and in writing to customers with varying levels of technical expertiseExcellent analytical, process-oriented, organisational and problem-solving skillsApplication Support / Software Support experienceIdeally service desk/contact centre/call centre experienceTechnical knowledge of current Windows operating systemsIdeally IT literate particularly around products like MS Windows and MS OfficeCustomer focused approach: exceptional communication and organisational skills, active listening, strong customer liaison skills underpinned by a professional telephone mannerAbility to work autonomously and within a team to support the end user efficientlyAbility to manage and take responsibility for incident tickets assigned in relation to specialist software functionalityAbility to prioritise tasks and escalate high-profile issuesAbility to analyse, problem-solve & quickly learn bespoke software; exceptional analytical skills to determine resolutions accuratelyDesirable SkillsExperience with any of the following technologies or disciplines:Local government ITTechnical and software architecturesServiceNowData interrogation and analysis (e.g. Excel, CSV, XML, SQL etc.)SQL Server / SQL Server Management Studio or Ingres SQLITILAbout Capita Secure Solutions and Services:Capita Secure Solutions and Services is the UKs leading provider of innovative, secure, resilient products and services for the emergency services, critical responders and national infrastructure providers. Our unique portfolio of capabilities is built on over 30 years experience delivering and supporting mission-critical, secure solutions and continues to develop with ongoing investment, innovation and integration.They are part of Capita Plc,a leading UK provider of technology enabled business services. Were supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal.Whats in it for youA competitive basic salary23 days holiday (rising to 27)with the opportunity to buy extra leaveCompany matched pension, a cycle2work scheme, 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty moreVoluntary benefits designed to suit your lifestyle-from discounts on retail and socialising, to health & wellbeing, travel and technologyYoull get the chance to follow your chosen career path anywhere in Capita. Youll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and well provide the support you need to do just that.What we hope youll do next:Choose Apply now to fill out our short application, so that we can find out more about you.All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capitas offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and were doing everything we can to keep our colleagues and customers safe during this time.