Application and Site Support Analyst

Description

• Ensure requisitions into the team are processed within SLA.
• Ensure sites are connected and have access to IT systems.
• Ensure all services are stable and performing to the agreed service levels in order for the business and users to continue operating effectively on a day to day basis.
• Monitor incident support queue, responding to incidents in a timely fashion to resolve within agreed SLA.
• Perform routine preventative maintenance to ensure smooth operation of the supported applications
• Provide support to the twice weekly development sprint releases on a rotational basis aligning to the on call rota.
• Help manage and administer our mobile device estate (mobile phones and tablet devices)
• Support key bespoke and off the shelf business applications
• Liaise with external suppliers to ensure OLA/SLA’s are met.
• Fulfill Data Amendment requests as and when required.
• Ensure comprehensive morning and daily checks are completed and escalated where necessary to alleviate service impacting problems.
• Provide On-Call support as per the agreed rota.
• Investigate and resolve 2nd line technical support queries professionally and efficiently
• Handle customer escalations and assist in escalating to 3rd parties.
• Assist 3rd party suppliers in connecting and testing site connectivity using broadband and mobile data technologies.
• Work closely and liaise with 3rd Parties vendors, Service Delivery Management, Service Desk, Change, Incident & Problem Management.
• Effectively and accurately communicate relevant information to the customer and 3rd parties as required.
• Make use of Live Monitoring tools to pro-actively identify potential service affecting issues
• Undertake any application support activities that fall within the team’s remit, such as automation, manual workarounds, maintenance, upgrades.

Requirements

• Some experience working with system integration and transactional data.
• Awareness and/or experience of telephony software ARC and Jabber.
• Strong and proven experience in the analysis and resolution of highly complex technical incidents
• Experience with Application Monitoring (Log Files).
• Strong analytical, organization, multitasking and prioritization skills
• Excellent verbal & written communications skills, ability to communicate effectively at all levels
• Ability to prioritise workload and deliver to deadlines.
• Proven ability to work with 3rd Party Suppliers both onshore and offshore
• Cisco router or network connectivity experience would be an advantage.
• Knowledge/experience of IIS, SQL and Microsoft applications.
• Mobile phone and tablet support experience would be an advantage.
• 2nd line application support (SQL) for a range of complex business systems
• Experience of working with Mobile Device Management tools is preferred
• ITIL Foundation certification and knowledge of ITIL processes and practices is preferred.
• A flexible attitude and ability to perform under pressure.
• Self-motivator, ability to work under pressure, remain focused when working to specific targets and deadlines
• Ability to use initiative, willingness to learn, can prioritise work and make recommendations for process improvements
• Flexible, positive 'Can Do' attitude and an aptitude to work as one team.
• Good technical aptitude, understanding and troubleshooting skills
• Strong customer service and relationship management skills

Benefits

• Competitive Salary
• Enhanced Family Friendly Policies
• Private Medical Cover - Single Cover
• Annual Medical Health Assessment
• Choice of Flexible Benefits
• 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
• Competitive Bonus Scheme

Training + Development

Interview process

Visa Sponsorship

Security clearance