Application Support Analyst
5 days ago
We are recruiting for an Application Support Analyst. My client continuously invests, grows, and transforms their business to provide a better service to customers old and new. The department is being restructured to support this journey and this role formspart of that process.
You will report into a Lead Applications Support Analyst and will work closely with our internal IT Service Desk, in-house squads and Product Owners.
Ideally you will be a true problem solver with a track record in troubleshooting user issues and technical incidents, someone who is able to interpret data and draw logical conclusions. You will have strong communications skills and be able to able explaintechnical issues to those with non-technical backgrounds. You will be both technically minded and personable, in order to build close working relationships with Business Stakeholders and Suppliers.
**The job holder will be responsible forthe following primary aspects**:
- Providing out of hours support as part of a support standby rota
- Working closely with suppliers to manage and resolve 3rd line incidents and monitor supplier delivery against SLA
- Maintaining a register of contracts and end dates and ensures that renewals and procurements are flagged in plenty of time
**The job holder will be involved in**:
- Building close relationships with Business Stakeholders and Suppliers.
- Taking ownership of priority incidents ensuring they are resolved in a timely manner
- Internal and external Service Reviews
**Skills and Experience**:
- Previous experience in Applications Management & Support, ideally working in a similar role in medium-large IT organisation
- An ITIL background with formal qualifications at the foundation level is desirable
- Previous experience in a customer-facing role ideally from working in a similar role in medium-large IT organisation
- Good working knowledge of the Microsoft Operating environment and system
- Ability to explain technical issues to those with non-technical backgrounds. Strong written and verbal communication skills, with the ability to advise, and inform in a consultative manner
- Strong organisational and management skills, including the prioritisation of workload able to work under pressure.
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