IT Support Analyst
Our client is a dynamic and innovative company committed to delivering high-quality services and solutions. They are seeking an experienced IT Applications Support Analyst to join their team, this role is pivotal in ensuring the smooth operation and continuous improvement of their IT landscape.
Salary £50K DOE + bonus
Benefits include:
- 30 days holiday + BH
- 35 hour week
- Hybrid working
- Up to 10% pension (employee 5%, employer 10%)
- & so much more!
Key Responsibilities:
- First-Line Support:
Provide first-line support across all supported applications and coordinate with development SMEs or infrastructure suppliers for second-line support.
- Support Rota Participation:
Participate in the support rota, including out-of-hours support.
- Incident & Problem Management:
Track personal involvement in incidents and problems, report on them, and contribute to application improvement plans.
- Third-Party Application Assessment:
Develop the capability to assess incidents in third-party applications and provide first-line support for installation, configuration, and data; liaise with second-line support at the vendor.
- Service Level Management:
Ensure resolution of application incidents within target service levels.
- Post-Incident Analysis:
Conduct post-incident problem analysis and development to eliminate repeat problems.
- Application Readiness Assessment:
Evaluate the readiness of application developments for implementation and accept them into production on behalf of the Production team.
- Work Request Management:
Handle in-scope work requests in priority order.
- Development & Testing:
Perform analysis, development, and testing for allocated work.
- Change Management:
Review, approve, and execute code changes in accordance with company IT Production Systems - Change Management Policy.
- Quality & Schedule Delivery:
Ensure delivery meets quality and committed schedule requirements.
- System Updates Management:
Maintain and follow the allocated schedule of required system updates and time-critical jobs.
- Problem-Solving Documentation:
Record, track, and document the problem-solving process, including all decisions made and actions taken, through to final resolution.
- Fix Testing & Follow-Up:
Test fixes and perform post-resolution follow-ups to ensure problems are adequately resolved.
- Performance Enhancement:
Maintain and enhance the performance of all new and existing software and applications across the company through problem resolution.
- Environment Management:
Ensure consistent, robust, and cohesive environment management processes are followed, resolving any environment issues/conflicts.
Candidate requirements:
- Proven experience in IT applications support or similar roles.
- Strong problem-solving skills and ability to document the problem-solving process effectively.
- Experience in working with third-party applications and liaising with vendors for support.
- Familiarity with environment management processes and change management policies.
- Ability to work in a support rota, including out-of-hours and weekend work.
- Strong analytical and development skills.
- Excellent communication skills and ability to work collaboratively in a team.
If you are a proactive and dedicated IT Applications Support Analyst looking for a challenging role in a dynamic company, we would love to hear from you!