Application Support Analyst - Kagool

Application Support Analyst

Think Different? Act Different? Join Different.

We're growing. Why? Because we love what we do, clients like working with us and the chances are so will you.

We’re currently looking for an Application Support Analyst to join our team Support team.

Working alongside our Head of Support and Support Developers you'll be speaking to our customers on a daily basis, who rely on us to host and support their websites. You'll be their main point of contact when they need support.

You’ll work in a great environment with some extremely talented and creative colleagues. And have the chance to develop new skills on a daily basis.

You’ll be:

  • Answering customer requests by phone and through our service desk.
  • Troubleshooting issues and problem solving
  • Ensuring all tickets are logged into the Service Desk system and responded to within Service Level Agreements (SLAs)
  • Working directly with our customers to implement fixes and provide best practice advice on future upgrades.
  • Handing over technical support issues to our support developers

We’re looking for someone who:

  • Has previous experience in application and product support
  • Proven experience working with bespoke software
  • Is confident in working in a busy environment
  • Is confident in talking to customers and building up good relationships with the team
  • Has a willingness to learn but also be a self-starter and enjoy researching / learning in your own time
  • An excellent telephone manner
  • A proactive and logical approach to problem solving, our support team manage 20 unique websites that require an analytical mind to get to the bottom of issues
  • Has excellent communication, literacy and organisational skills
  • If you’ve got experience in server infrastructure then that’s great, but we’ll give you the tools you need to do the job

This role isn’t your typical IT support, managing a wide variety of bespoke applications means that you’ll need to be a little bit technical and have an understanding of how the internet and computers work. But you'll also like a challenge and enjoy getting to the bottom of puzzles and helping to provide solutions

All of our team are currently working remotely and will do for the foreseeable future. So you'll need to be comfortable working from home and not afraid to get stuck in asking questions as we've all been adapting to virtual life and meetings via Microsoft teams. You can also expect a great team spirit and some excellent benefits!

Delete / Kagool is an award-winning digital agency and top tier, Sitecore Platinum Partner. We are also Kentico and InCrowd DXP specialists. We have offices in London, Leeds, Manchester and Cardiff. We have more than 150 digital specialists in-house, including 30-strong team of Sitecore developers (six of whom are Sitecore MVPs), visual and UX designers, digital marketers, SEO and digital strategists.

We unify the real and digital worlds by creating great experiences that matter to people in their daily lives. We offer a seamless blend of product, technology and performance services. Our specialist teams work in unity with our clients to deliver digital change at scale. We are famous for our work with leading brands including The Open, NTT, Royal Canin, Welsh Water and Southampton FC.