Main Purpose of the Job

Mercury Limited is a provider of market-leading technology solutions to the recruitment industry. Its primary product is a custom solution for Microsoft Dynamics 365 which is aimed primarily at recruitment agencies and businesses within professional staffing sectors.

It is the role of the Application Support Analyst (ASA) to be responsible and accountable for customer support and incident management. From the point of ticket response through to customer feedback and resolution, the ASA’s primary objective is ensuring the customer’s positive and successful experience in using Mercury.

The ASA has excellent communication and rapport-building skills, experience in building relationships, and a passion for customer satisfaction. The develops detailed recruitment sector and product knowledge and makes a point of truly understanding the processes and ways of working of both Mercury and its customers.

This post holder has responsibility for all assigned support tickets and manages their time to ensure successful and timely resolution, whilst ensuring customers are kept informed and updated at all times. During these activities they will ensure compliance with Service Level Agreements, providing first-line support to the Customer base with the resolution to reported issues within the supported applications.

Key Focuses:

• Management of assigned tickets and adherence to Service Level Agreements
• Maintaining high levels of customer service
• Developing a detailed understanding of the Mercury recruitment solution
• Customer success

Main Duties and Responsibilities

• Ensure that customer-raised incidents are clearly logged in the Incident reporting and monitoring tool.
• Following agreed procedures, search documentation, and previous requests for assistance on related incidents to establish possible solutions to cases. Document any findings on the incident in detail.
• Following agreed procedures and quality standards, respond to requests for assistance by providing the first-line response to enable callers to solve their problems; or by forwarding details to escalation points within the team.
• Logging cases on behalf of the customer with third-party suppliers and management of these until resolution/escalation.
• Maintain accurate log entries of contact with resolution details and follow-up information.
• Ensure adherence to escalation procedures.
• Respond to escalated, complex and high-impact customer calls in a timely fashion within the Service Level Agreement.
• To maintain confidentiality with regard to the information being processed, stored, or accessed to ensure it remains fully compliant and meets security policies.
• Ensure compliance with the company change management policies and standards.
• Organise and manage time allocated to tasks, highlighting conflicts in priorities and progress against the plan in a timely manner.
• Maintain up-to-date knowledge base articles, FAQs within Incident Management software.

Customer Relations and Service

• Build and develop mutually respectful, positive relationships with colleagues and clients to ensure that the appropriate approach to resolving incidents delivered to meet the Service Level Agreement is adopted.
• Develop, agree, and provide regular feedback to the management team of all activities engaged upon and escalate any constraints, risks, issues, dependencies or slippage in a timely manner.
• Continually seek to reduce non-compliance with business Service Level Agreements via the precise delivery of accurately recorded incidents and supporting documentation.

Stakeholders

The Application Support Analyst (ASA) has a responsibility to manage the expectations of the following stakeholders:

• Service Desk Manager
• Customers
• Customer Success team
• Development team
• Product team

Performance Indicators

The Application Support Analyst (ASA) resource is required to adhere to the following key performance indicators:

• All quality standards are met
• Compliance with all company processes and standards
• All Service Level Agreements are maintained
• All issues are raised to the management team in a timely manner
• Effective liaison and support with customers and colleagues

Knowledge, Skills & Experience

The Application Support Analyst resource will have the following attributes:

• A thorough appreciation of all core applications within the Support Agreements offered by the company
• Experience working in a Service Desk/Help Desk Support area, preferably within an ITIL environment
• Awareness of ITIL methodology
• A flexible attitude with the ability to perform under pressure
• A commitment to quality and a thorough approach to software testing and investigation
• The ability to work well within a team
• A commitment to continuous improvement
• Experience in Dynamics 365 would be desirable

Whilst this job description attempts to cover the main duties these may vary from time to time.