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Lead Application Support Analyst

£26,975 - £31,895 (dependent on experience)
Ref: 3819

Job description

We are currently supporting a Local Authority department based in Southend on Seas that is seeking an experienced Lead Application Support Analyst to join their staff team on a permanent basis. 

Main responsibilities:
  • Take ownership and effectively progress all support calls to a successful conclusion at the earliest opportunity
  • Triage incidents raised by customers as service desk calls. Resolve the 1st line calls at the first point of contact and escalate more complex incidents to the relevant Product team
  • Ensure that escalated calls contain essential and accurate information: required to enable prompt resolution by the Product team
  • Keep detailed records of the application's performance and shortcomings for senior-level staff to review and analyse.
  • Regularly evaluate the current state of the applications (including usage and performance), identifying aspects which could be improved and recommend changes in order to facilitate those improvements
  • Perform basic maintenance and housekeeping tasks on line of Business Applications
  • Provide technical assistance, application support, usage advice and guidance to customers and third parties
  • Develop product knowledge and skill sets to enhance familiarity with the Line of Business Applications
  • Ensure that Business Applications are available to the departments and working correctly, enabling services to be delivered successfully
  • Produce and maintain documentation of application environments, data-flows, and support processes.
  • Provide support and expertise to projects and enhancements to ensure successful Service Transition into Production support.
  • Perform Ad Hoc Duties as requested by your Line Manager
To apply for this role or for further information please respond to this advert with a copy of your current CV or contact Richard New on 02083347562.
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