Support Analyst
Purpose of the Role
This is a 12 month Fixed Term Contract Maternity Cover Role
The Support Analyst will support end users in the use of systems and applications and analyses and resolves errors. They will provide monitoring, administration and maintenance to ensure flawless operation of IT systems and applications.
The main focus of the Support Analyst role will be to deliver high-quality support to users of Springer Nature's intranet, which is built on the Lumapps platform. Our instance of Lumapps has a global user base comprising the 12,000+ employees of Springer Nature.
Responsibilities
Provides end-user support to Springer Nature's intranet built on the Lumapps platform
Uses ticketing software to manage logged support cases
Analyses errors, develops solutions and applies fixes
Provides reporting to the business
Applies mass changes
Provides user and system administration
Creates and maintains support documentation
Participates in projects
Experience
Experience in a user support or comparable role
Comparable technical experience with supported platforms and/or extensive business experience
Skills
Basic knowledge about operating systems, hardware and software architecture
Proficient in the use of tools like Office applications, ticketing and documentation tools, monitoring tools, system utilities etc
Very good analytical skills
Understands the impact and risks issues and their solutions have, makes appropriate decisions, prioritizes tasks and implements solutions
Communicates clearly, effectively and proactively with technical staff and colleagues as well as with key stakeholders and end users.
Builds and manages effective relationships based on respect and mutual trust with users, stakeholders and colleagues
Works effectively within an intercultural, multi-local team environment and collaborates with colleagues to achieve shared goals
Qualifications
Bachelor degree in Computer Science is desirable but not essential
Related technical discipline or equivalent technical training is desirable
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