Application Support Analyst

Recruiter
Location
Edinburgh
Salary
Competitive Salary Dependent on Experience
Posted
06 Sep 2017
Closes
06 Oct 2017
Contract Type
Permanent
Hours
Full Time

Responsibilities

  • Reporting to the Service Desk Manager, the Application Support Analyst role provides re-active and pro-active incident resolution and service request management for issues reported to the Axios Service Centre.
  • You will be responsible for accurately recording, progressing and resolving internal and external customer related issues ensuring that the required service level is achieved.
  • You will provide first-level troubleshooting and resolution to end users for Incidents of a moderate nature; this may involve liaising with other resolver groups and third party providers.
  • Acting as the initial contact point, receiving and handling requests for support
  • Responding to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
  • Provide first line investigation and diagnosis and promptly allocate unresolved issues as appropriate
  • Prioritise and diagnose incidents according to agreed procedures
  • Investigate the cause of incidents and seek resolution
  • Escalate unresolved incidents
  • Facilitate recovery, following resolution of incidents
  • Document and close resolved incidents according to agreed procedures
  • Contribute to maintenance, installation and problem resolution

About You

  • Communicates well, orally and in writing and can present complex information to both technical and non-technical audiences
  • Plans, schedules and monitors work to meet time and quality targets
  • Rapidly absorbs new information and applies it effectively
  • Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development
  • Excellent communication skills and telephone manner
  • Accredited to ITIL foundation level or higher (desirable)
  • A good standard of advanced education
  • Experience of resolving Incidents in a ITIL environment, operating in structured processes with well-defined documentation sets
  • Experience of providing advice and guidance on technical matters
  • Experience of developing and maintaining relationships with internal and external customers