Technical Support Analyst encompasses delivering top-notch IT technical support and services to all company staff, collaborating with other teams and third-party support partners.
This entails addressing complex IT issues, problems, and projects swiftly and effectively, ensuring successful resolution.
All services are provided with professionalism, courtesy, and a focus on high-quality customer interaction, integral to our service delivery model.
As BES Utilities continues its exciting growth within its IT department in 2024, we have a newly created position available for an Application Support Analyst to join our growing IT shared services team, based within our offices in Trafford Park, Manchester with some travel to our Fylde Coast offices when required.
Role involves both 1st line support including tasks like password resets, software installations, and basic hardware support.
Acting as the 1st point of call for users that need assistance.
AS well as 2nd line support resolving more complex technical issues, conducting in-depth troubleshooting, and escalating incidents to third-line support if necessary.
You will be responsible for assisting with the maintenance and support of IT systems as well as contributing to IT project work as required.
As an IT Analyst, you and other members of the Service team will be the first point of contact for all users via telephone, email and face to face in conjunction with a service desk management system within an agreed SLA.
Reporting to the IT Service Manager, the key deliverables of this role can be summarised as follows:
We are now looking for a 2nd Line Support Engineer to handle escalations from the Service Desk Team.
You will be collaborating with third parties to resolve issues, standardise, and automate processes, and formalising procedures for efficient service delivery.
What you'll do
Be responsible for 2nd Line support, both in person and remotely via MS Teams, telephone, and remote access tools.
You may already be in an IT Applications Analyst support role, or perhaps looking to transition from a helpdesk role where you have gained relevant experience.
IT Applications Analyst - Manchester with flexible Hybrid working
Our client, a Global leader in their field, is looking to an IT Applications Analyst to compliment their Manchester based team.
Their use as profiling applications for platforms ranges from mobile phones, to cars, to cloud servers.We are currently expanding our focus on the cloud computing and network infrastructure use cases, and are looking for a systems architect to join our team to take ownership of the architecture CPU side of our tooling alongside our technical lead.Working collaboratively with our technical lead to guide the roadmap for our CPU toolset
You will be joining our Performance Tools team, who design and develop the tools used for software profiling and CPU performance analysis.
Responsibilities
Communicating with our business areas and stakeholders to derive requirements for our usersWorking with wider Arm teams to drive design of performance analysis methodologiesWorking with your counterpart to plan the roadmap based on user needs and priorities, along with managing and prioritizing the product backlogCommunicating with your technical lead and their team to guide them in their planning process and their workCoaching and mentoring of team members to develop their technical skills and knowledgeWorking in an Agile cadence and driving continuous improvement.