Application Support Analyst

  • Permanent
  • Burgess Hill, South East
  • Posted 17th May 2018
  • £25000 - £30000 per Annum + 25 days, Pension, Healthcare
  • Ref: 490280
Application Support Analyst required by market leading, award winning organisation based in Burgess Hill. The Application Support Analyst identify, deliver and maintain IT solutions and provide an efficient, effective, economic and customer orientated service. This role will provide application maintenance and support and ensure service disruption is minimal and well managed.

Main Tasks:
*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
*Prince2 V3.

Benefits include 25 days holiday, a company pension, healthcare, death in service and many more.

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