Graduate Application Support Analyst

3 weeks ago


Liverpool, United Kingdom Ascent People Ltd Full time
Job Description

Job Title: Graduate LIMS Application Support Analyst

Department: IT (Business Applications Division - Application Support Team)

Reporting Line: Application Support Manager

JOB PURPOSE

To work as part of a small 3rd line support team, providing support for business applications within the Group, covering a user base of about six hundred across the globe.

JOB RESPONSIBILITIES

  • Working with tools provided, deliver 3rd line user support for bespoke Business Applications working to agreed SLA's.
  • Create and maintain Knowledge base articles in the Helpdesk tool, to aid swift resolution of future support requests.
  • Keep aligned with the IT Service Model, ensuring delivery against any agreed SLA's.
  • Investigate, analyse and document reported defects, this might include using SQL select statements and offer suggestions for resolution.
  • Support with the creation of incident and problem tickets with root cause analysis.
  • Identify opportunities to automate processes within the customer service function, making appropriate suggestions to line manager.
  • Collaborate with technical teams and the customer to resolve technical issues.
  • Escalate any system change requests to the Product Support team for evaluation.
  • Configure and maintain integrations of the laboratory instrumentation with the Group LIMS systems.


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