Application Support / Systems Support Specialist

Placed: 07/12/17
Region: United Kingdom
Category: Jobs


Content of the advertisement:

Our renowned global education company, is seeking an enthusiastic, self-motivated and experienced Application Support / Systems Support Specialist.

You will be joining their IT team and under their guidance and with the support of the Application Support Manager, this role will support the company's applications, end user support requests raised in our service desk platform, diagnose, troubleshoot and resolve application issues raised.

You will work closely with end users and the Support team.

The role will suit a passionate, customer focused person with the ability to work autonomously.

A high degree of initiative and attention to detail is essential in this role.

Experience Required
* Proven experience in the IT industry in a similar/equivalent role
* Experience with help desk / service desk tools and processes
* Ability to gather, analyse and present detailed information
* Effective and timely decision making

Knowledge / Skills:
* Excellent communication, customer service and stakeholder management skills
* Excellent interpersonal skills including the ability to develop effective working relationships with a range of stakeholders
* Ability to work under pressure and tight deadlines
* Experience in dealing with customers/end users
* Demonstrated ability to work in a team environment
* Good self-knowledge, having the propensity to analyse successes and failures and determine areas for improvement

Key Responsibilities
* Monitor and respond appropriately to all application support requests received via the Service Desk
* Communicate fully and effectively with colleagues throughout the incident life-cycle, ensuring that the user is fully aware at all stages of the incident or request
* Contribute to the central knowledgebase and document known issues
* Build specialist knowledge of company global applications
* Ensure requests are dealt with within agreed service levels
* Co-ordinate with Platform Directors and Developers as required to ensure they are aware of, and can respond to, critical issues, bugs, performance and other system issues
* Identify trends in application support requests and recommend remedial action to address these trends
* Liaise with software vendors regarding any 3rd party software issues, maintenance windows and software upgrades
* Managing in-house application software changes, facilitating outages and software upgrades and approving software functionality changes
* Testing new functionality that has been developed

Attributes:
Professional Maturity
Customer Focused
Customer service ethic
Result Orientated
Attention to detail & clear communication

Expertise
Application Support
Decision Making and Problem Solving
Self-Knowledge

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age