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Your primary focus will be on Salesforce and Workday, but you may also work with other bespoke applications. \nKey Responsibilities\n User Support: Work with tools provided to deliver user support for bespoke business applications. \nRespond to queries and challenges from end-users, ensuring timely resolution. \nMaintain a high level of customer service and adhere to agreed Service Level Agreements (SLAs)\nCompile ticket status reports for business stakeholders. \n\nKnowledge Base Management: o Create and maintain knowledge base articles in the helpdesk tool. \nThese articles will aid in swift resolution of future support requests. \nEnsure alignment with the IT service model and delivery against agreed SLAs.\n\nIssue Investigation and Documentation: Investigate, analyse, and document reported defects. o This may involve using SQL select statements to query databases. \nOffer suggestions for resolution. \nSupport the documentation of incident reports during major incidents. \n\n Automation and Process Improvement: o Identify opportunities to automate processes within the customer service function. \nMake appropriate suggestions to your line manager. \nCollaborate with technical teams and customers to resolve technical issues. \n\nEscalation and Change Requests: Escalate system change requests to the Product Support team for evaluation. \nEscalate data-related issues to the appropriate teams. · \n\nReporting and Data Distribution: Use provided scheduler tools to create scheduled tasks for report distribution. \nRun audit reports for users and interrogate the database when necessary.\n\nTravel and Other Duties: Assist with system implementations and training.\nUndertake other duties as directed by the Line Manager. \n\nSkills, Knowledge & Expertise\n\nMinimum Requirements:\n\n· Analytical mindset with the ability to resolve complex problems.\n· Takes accountability and ownership of technical issues\n· User-focused, with the ability to interact with users and 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