A fantastic opportunity has arisen for a bilingual Application Support Analyst with responsibility for providing 1st class support to Marval’s UK & Dutch customers, resellers and internal Staff.
Based in the UK Service Desk, the person will be required to professionally and efficiently handle requests for UK and our Dutch customers, ensuring those requests are monitored & resolved within agreed Service and Operational Levels.
WORK ACTIVITIES / ROLE REQUIREMENTS
Provide technical application support to our UK and Dutch customers on the Marval Service Management software
Troubleshoot application faults to identify the root cause and help to resolve customer issues
Use problem management skills to identify and eradicate the root cause of issues
Provide application support via different channels: telephone, remote and occasionally on-site.
Help support Marval’s internal infrastructure.
Engage with customers in a professional manner to ensure good customer relations are maintained
Work within an SLA driven environment
Understand, document and escalate issues wherever necessary.
Help customers to get the best out of the software by enabling upgrades and installations and providing advice on configuration
Be comfortable using databases Manage your own workload to ensure customer requests are dealt with efficiently and that customers are provided with a great experience
Identify software bugs and document them in a way that enables the Development team to understand and deal with them.
Contribute to the knowledge database used internally and externally, for customers and partners.
Assist in testing new versions of Marval’s software applications
Set up and install equipment/software applications, fully test and leave in good working order for internal use and demonstration purposes.Work with cross-functional teams to improve service.
Carry out any other duties as may be requested from time to time
Due to the nature of the business, there may be a requirement to work shifts or/and out of hours cover.
This is not an exhaustive list, and will be subject to review on a regular basis, to meet the needs of the role.
PERSONAL ATTRIBUTES
Excellent spoken and written communication skills and a good standard of spoken and written English & Dutch.
Excellent multitasking skills
Ability to work alone and in a team.
Outgoing and enthusiastic personality with the desire to succeed and grow within the role.
Desire to build relationships and collaborative partnerships with clients
EXPERIENCE
2+ years in a similar role
Experience of ITSM applications desirable but not mandatory
ITIL certification desirable
Marval promotes equality of opportunity.
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