Business Applications Support Analyst (Pegasus Opera)

Role Details

Closing Date: 31st May 2024 5:00pm
Location: Hybrid/Remote in the UK
Salary: Up to £40k per annum
Contract Type: Permanent
Weekly Hours: Full time (36.25 hour per week)
Contact Email: [email protected]
Apply: Apply Online

Job Description

About the role

We are undergoing an exciting time in our evolution and now seek a talented Business Applications Support Analyst to join an established client support team. You’ll bring previous experience with the Pegasus Opera and Payroll as well as a passion for excellent customer service and support.

You’ll be responsible for providing application/technical support to our clients through our helpdesk, telephone and email. As the point of contact for all client support and enquiries, you’ll be expected to investigate and resolve client issues – or where necessary, escalate support incidents to other members of the team.

Along with a clear talent for problem solving, you’ll be a fast learner who can quickly diagnose and troubleshoot issues in a fast-paced and dynamic environment. This role presents a significant opportunity for an experienced ERP support professional to work in close collaboration with an experienced team supporting a range of clients across the UK. It’s an exciting time to join our business with ambitious growth plans to strengthen our presence in the industry.

What you’ll be getting up to on a day-to-day basis:

  • Delivering a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone.

  • Performing investigation and provide application/technical support to both internal and external stakeholders.

  • Working to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.

  • Using the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.

  • Where required, escalating incidents, ensuring high levels of customer care.

  • Identify and highlight trends in support incidents reporting these to the Service Delivery Manager to ensure timely and appropriate action is taken to resolve client issues.

  • Working with the wider Business Applications team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications.

  • Collaborating with the wider Business Applications department to work towards successful project delivery for our clients.

  • Refer client requests for advice & consultation to the consultant teams where necessary.

  • Taking responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.

  • Collaborating with peers and other areas of the business to increase internal product and service knowledge.

Additional Information

We reserve the right to close the vacancy before the listed closing date, when we are in receipt of sufficient applications. Should you wish to apply for this post, you are advised to complete and submit your application as soon as possible.

Experience Required

Person Specification

Essential Criteria:  

  • 2+ years previous experience in an internal or external facing support team, working with Pegasus Opera and Payroll with confidence of all areas of the system

  • Confident in providing data fixes where needed

  • Previous hands-on experience with ticket management systems

  • Previous experience of working as part of a team

  • Able to demonstrate a high level of technical knowledge

  • Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable Criteria:

  • Professional IT Certifications, ie ITIL Foundation

  • Relevant Accreditations/Microsoft qualification

Further Information (Download)

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