[ref. t71387201] Application support analyst

Responsibilities:

1. Provide 2nd line support in a calm, professional, and customer-focused manner, adhering to SLAs to support internal customers throughout the business.
2. Assist with the implementation of system changes, migrations, and upgrades in line with a change control process, enhancing existing services to meet or exceed agreed service levels. Conduct testing of new releases in a controlled environment before migrating to live.
3. Take ownership of tickets escalated from the Service Desk and manage them throughout their lifecycle, ensuring relevant stakeholders are kept informed at all stages.
4. Deploy approved hardware and software across the business following agreed practices, ensuring adherence to security procedures.
5. Support a range of applications across a defined portfolio and assist in incident and problem resolution across the business. Fulfil service requests, using escalation procedures when required in accordance with ITIL®.
6. Collaborate, share knowledge, and learn from others to develop technical skills, providing resilience in key areas. Create and maintain support documentation to enable resiliency and knowledge transfer within the team. Define and maintain Knowledge Articles to cascade information to the Service Desk.
7. Work closely with third parties and stakeholders to build strong relationships and achieve swift resolutions to incidents requiring escalation outside the IT department.
8. Contribute to scheduling, testing, and executing software releases, ensuring all parties are kept informed throughout and escalating where required.
9. Maintain accurate asset information for specific services and contribute to maintaining accuracy across all IT assets following defined procedures.
10. Work flexibly to provide support within core hours year-round, ensuring support is available to the business during periods of high demand.

Experience:

Essential:

1. Experience providing 1st or 2nd line support within a Windows environment, with an aptitude for further developing technical skills.
2. Experience working in a busy environment setting targets, SLAs, and within timescales.
3. Excellent customer service skills and exceptional telephone manner.
4. Previous experience working within a team, being self-motivated and flexible in their approach to work.
5. Strong problem-solving, organisation, and prioritisation skills.
6. Professional, flexible, able to work under pressure, and adaptable to the changing needs of the organisation.
7. Excellent documentation skills, with an aptitude to proactively create and maintain service documentation.

Desirable:

1. Proven experience of successfully delivering work that enhances functionality in a workplace.
2. Strong experience using technical tools including:

• Remote Desktop
• Registry Editor
• PowerShell Scripting
• Active Directory for managing objects and users
• Proficiency with Microsoft Office, including Outlook

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #4654883 - Nicole Pinnock