/ Job ID [9885975]

Application Support Analyst

Posted 15 days ago

  • Cheltenham, Gloucestershire, South West England
  • Permanent
  • Hybrid + Excellent benefits
  • £24,000.00 to £27,000.00 / Per Annum
  • External
  • Expires In 13 days
Application Support Analyst
Fantastic opportunity for an Applications Support Analyst with solid Service Desk and Microsoft stack experience. Ideally you will have between 1 – 3 years experience in a Service Desk environment with some desktop support experience
Main Duties and Responsibilities
* The Application Support Analyst will work collaboratively with staff within the Application Development and Support (ADS) team, the Web and Data (WaD) Team and wider teams.
* The Application Support Analyst is responsible for the support, maintenance and administration of the range of Business Systems/Applications in use.
The postholder will work flexibly as part of a team:
* Collaborating with the LTI Service Desk to triage and action service desk tickets relating to Business Systems
* Covering the operational support and maintenance of applications that form the system architecture
* Supporting the delivery of effective customer service in line with the customer services charter, managing incidents and problems with the Application Development and Support systems according to the current service level agreement. Resolving issues at first contact wherever possible, or to refer to the appropriate team when necessary
* Under the direction of the Senior System Developer assist with the support and maintenance activities on the relevant system roadmaps
* To be aware of data security and access control models for the various data systems and to flag any unusual data accesses or egresses to relevant Senior System Developer
* To undertake system administration duties in accordance with the current IT policies, including managing account access, backup and recovery activities and ensuring that the system is implemented in accordance with the Department’s information security policies
* To attend user requirement meetings and other relevant meetings, webinars and conferences
* To undertake personal professional development to maintain current knowledge of technology changes in database systems and management to inform any suggested roadmap changes
* To assist with the maintenance of appropriate documentation for the relevant systems, and contribute to devising and using test scripts as required when following agreed changes
* To contribute to the team working of the Application Development and Support team, contributing process improvement ideas and working practice changes in support of the goals of the whole team
* To implement activities to the agreed schedules and to complete change activities within the agreed timeframes, to include involvement in project work
Person Specification
Essential experience required:
Educational attainment
• High standard of general education to GSCE, including Maths and English
Knowledge required
• Basic knowledge of IT service delivery
Experience required
• Service Desk experience
• Experience of supporting Business systems
• Experience of working in a customer service environment
Skills and aptitudes required
• Ability and willingness to acquire new technical skills quickly
• Enthusiastic adoption of relevant emergent technologies
• Excellent ICT Skills and confidence with IT queries
• Ability to explain technical challenges to non-technical users
• Ability to work well under pressure and meet deadlines
• Excellent oral and written communication skills
Personal qualities required
• Innovative and proactive attitude
• Commitment to delivery of high quality customer service
• Positive and effective team worker
• Ability to take the initiative and to organise and prioritise work effectively
• Ability to solve technical problems, quickly and under pressure
Circumstances
• Willingness to work flexibly in response to service requirements
• Must be able to work flexibly including evenings, weekends, as required