Application Support Analyst
- Burgess Hill, South East
- Posted 17th May 2018
- £25000 - £30000 per Annum + 25 days, Pension, Healthcare
- Ref: 490280
*Provide professional and responsive software support at all times.
*Prioritise and manage log requests for support from service desk, other service delivery staff and/or users.
*Make the required system modifications, developing work-arounds enhancements, manipulating data, reconfiguring systems, changing operating procedures & training users or operations staff.
*Escalate requests to systems development staff or software suppliers where necessary & ensures that requests raised are handled according to agreed procedures.
*Monitors progress of requests for support and ensures users and other interested parties are kept informed. Takes corrective action to avoid or minimise delays; and manages customer expectations.
*Provides detailed advice and guidance to all users in the effective use of systems available to them; demonstrates ingenuity in applying knowledge to non-standard situations; and interprets and presents complex technical information to non-technical users.
*Assists users in making effective use of applications systems, investigating complex problem situations to diagnose underlying causes and helping users to recover or continue operation
*Undertake incident, problem, change management and project work
*Maintain and enhance technical skills required to ensure that service targets are met
*Work collaboratively with suppliers, colleagues to deliver a customer-focused IT service
*Effectively communicate with both technical and non-technical users at all levels of an organisation.
*Demonstrate interpersonal skills required to successfully work in a team environment
*Create and maintain a positive employee culture of good communications, customer care and continuous improvement
*To undertake, any reasonable travelling requirements, in order to fulfil the tasks and responsibilities of the role
*An IT related degree would be advantageous but not essential
*ITIL certified or working towards your ITIL Foundation (Previous exposure to working in an ITIL environment would also be considered)
Technical Experience (Essential)
*Knowledge or managing and maintaining SQL Databases
*Knowledge of managing enterprise business applications, including technical support to customers
*Knowledge of Office365 support and administration
*Knowledge of managing supplier relationships
*Knowledge of system impact analysis and change processes
Technical Experience (Desirable)
*MCSE, A+, MCSA, MCP certifications
Benefits include 25 days holiday, a company pension, healthcare, death in service and many more.
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