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Home / Careers / Application Support Analyst

Application Support Analyst


This role forms part of a new support team, working with other analysts, typically on the same contract. It is expected the individual will be an experienced support engineer, but application-specific training will be provided to upskill the support element of the role. Training may involve attending on-site courses in Guernsey or in UK.

We currently offer support to one client over an extended day from 8.00am – 18.00 with regular support during maintenance windows (typically an evening or a weekend for an hour or more). The position will involve you working with other colleagues to provide cover, so flexibility is important.

To do the job you will need…

  • ‘A’ level/GCSE level general education or demonstrate equivalent abilities
  • To be Jersey/Guernsey Right to Work qualified
  • A clean driving licence
  • Experience of service level agreements and conformance management
  • Familiarity in a customer service/facing role
  • Knowledge and experience of ITIL and other similar quality systems (e.g. ISO 9001, ISO 20000, ISO 27001 and ISAE 3402)
  • Experience of reporting is preferred, specifically relating to performance against contractual SLA and invoicing to clients
  • A basic understanding of help and service desk operations within a customer services environment
  • The ability to use the Microsoft Office suite of programmes – in particular Word and Excel applications at intermediate level
  • Previous experience of using a Service Management system or a similar computer application in a service environment
  • It would be desirable if you had experience working with Microsoft SharePoint, Office 365, Dynamics CRM and Azure platforms in any capacity

The sort of person we are looking for will have…

  • Strong interpersonal and communication skills
  • An excellent approach to customer service, coupled with a professional and ethical attitude to conducting business
  • Good time and problem management skills
  • The confidence to be assertive but diplomatic with clients
  • Strong interpersonal skills
  • A self-motivated and proactive attitude
  • An organised and methodical approach to handling tasks and routine activities
  • The ability to work under pressure and to remain calm.

Your main responsibilities will include…

  • Receiving queries via the C5 Service Desk, or direct from clients, then addressing or routing these where possible, using basic problem diagnostic skills or existing processes
  • Ensuring the progression of incidents and problems, proactively identifying potential problems through trending
  • Communicating with the C5 Service Desk, fellow Second Line Support team members and consultants within Professional Services to update on status, and assess potential impact to other areas.
  • Assisting in the development and administrative management of Service Desk processes and procedures, ensuring that these are followed appropriately
  • Contributing to the development of fellow Second Line Support engineers, regularly sharing knowledge and experience
  • Complementing knowledge acquired through your support tasks, with regular knowledge transfer sessions with Professional Services consultants
  • Undertaking development/consultancy tasks on Professional Services projects. It is expected this will grow over time through hands-on support experience and training investment
  • Being involved in the scoping of new opportunities for project work; providing input to the analysis, estimating and drafting of client quotations
  • Using Dynamics CRM within C5 to input and track new opportunities

The sorts of people who do well at C5 have…

  • Original ideas and an open mind to innovation
  • A collaborative approach and the ability to communicate effectively
  • A positive attitude that translates into great customer service that is professional and ethical
  • Entrepreneurial spirit, taking a proactive, problem-solving approach to working
  • A desire to make an impact and the ability to deliver

The benefits of working at C5 include…

  • Joining a fun, positive and happy team #lifeatC5
  • Being part of a fast-growing, well-respected company which is the largest tech provider in the Channel Islands
  • Substantial training budgets to ensure C5 Alliance can deliver the latest technology developments
  • Working for the biggest Channel Islands technology provider, with clear progression and development routes
  • Flat management structure to support a dynamic internal change process

The closing date for applications will be Wednesday 11th April 2018.

Send us your application Click here