Jobs

Application Support Analyst

Posted by C5 Alliance

The post of Application Support Analyst provides technical advice, implementation, support and maintenance services and ensures the availability of systems and services, to both internal and external clients.

Key Responsibilities

  • Provide 1st, 2nd and some 3rd line application support to our external and internal clients. 
  • Ensure conformity with the agreed processes, procedures and standards, as well as accurate and timely completion of the associated required documentation.
  • Ensure client satisfaction regarding the delivered services.
  • Provide resources for projects and managed service engagements as directed.
  • Assist in the delivery of internal improvement projects when required.
  • Be part of the Continual Service Improvement Plan at C5 – mentoring/assisting colleagues with an investigation of incidents and creation of knowledge base articles etc.
  • Work towards and meet set objectives of own Personal Development Plan/Progression Plan.
  • Be able to demonstrable growth in own professional and technical knowledge and skills.

Skills Knowledge and Expertise

Experience:

At least 2 years of experience in a similar technical role is required, as well as previous customer service/facing experience.

  • Experience is required of supporting Microsoft server and desktop-based operating systems.
  • Experience in service level agreements and conformance management.
  • A basic understanding of help and service desk operations within a customer services environment.
  • Knowledge and experience of ITIL and other similar quality systems (e.g. ISO 9001, ISO 20000, ISO 27001 and ISAE 3402).
  • Experience of reporting preferred, specifically relating to working with statistics and their presentation.

    Education:
  • Educated to ‘A’ Level standard or equivalent.
  • Clean driving licence.

     Non-Technical Skills:
  • Work with the highest levels of confidentiality at all times.
  • Able to undertake tasks promptly and efficiently in an organised and calm manner, whilst meeting quality and performance standards.
  • The ability to problem-solve is key, as well as the ability to make decisions within one’s own area of responsibility, or in conjunction with other team members or more senior staff.
  • High levels of motivation are essential.
  • Able to adapt and change to organisational and role requirements with a positive attitude, recognising the value of change.
  • Excellent communication skills (both written and verbal) are required for dealing with a variety of clients.
  • An exemplary customer service approach is essential, putting the customer at the heart of everything we do.
  • Work collaboratively within a team, working effectively for common business goals.
  • The confidence to show leadership qualities when working on a larger project.
  • Good time and problem management skills for prompt problem resolution.
  • Technical Skills
  • Able to use a Service Management system or a similar computer application in a service environment
  • Able to use the Microsoft Office suite of programmes – particularly Word and Excel applications at an intermediate level.
  • Understanding of database terminology, ability to read SQL statements with some understanding.
 
Certifications (Desired) - ITIL Foundation 


Application Deadline: October 22nd 2021