Application Support Specialist
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| Job Type | Permanent Full Time |
| Location | Epsom, Surrey |
| Area | Surrey, UK |
| Sector | IT |
| Salary | £competitive |
| Start Date | |
| Advertiser | Lloyd Recruitment |
| Telephone | 01342 325 316 |
| Job Ref | EW10587 |
- Description
- Opportunity for an Application Support Specialist to join a leading organisation based in the local area.
This position will require you to support applications and services used by customers and businesses, ensuring a focus on customer satisfaction.
Responsible for the development, configuration and quality assurance on changes, projects and services, you will seek opportunities to continuously improve controls and processes.
Duties:
Undertake 1st - 2nd line support for applications and services ensuring that both internal and external customers are afforded a high quality of service
Work to an operational rota for the Application Support Team, providing support of services during operational support hours and out of hours cover when required
Manage calls and outcomes against agreed service levels, ensuring SLA targets are met
Actively participate in the resolution of major incidents, post-incident reviews and change implementation reviews
Engage in service improvements, making recommendations to improve stability, functionality, and customer satisfaction
Build and maintain effective relationships with colleagues, customers, and suppliers
Provide advice, guidance and estimates to the Solution Design process as required to ensure proposed solutions are operationally supportable
Configure and maintain systems including managing system accounts, roles, parameters and interfaces in compliance with prevailing regulations
Undertake maintenance and enhancement activities to support business needs
Support change with impact assessment, business and system knowledge, design, configuration and service transition of new services or changes to existing services
Create, maintain, and share appropriate knowledge and documentation across the team and department to reduce single points of failure and enhance service levels
Develop and maintain a thorough understanding of the business (our customers), their key processes, requirements, and drivers for change, including products, services, sales channels, internal business processes and IT systems and infrastructure
Represent IT in a professional manner in all forms of contact with both internal customers and external parties
Essential experience required:
Experience in an IT service operations role providing direct technical support to systems and applications users
Ability to analyse and troubleshoot incidents
Proven track record of driving incidents and requests through to resolution
Takes ownership
An aptitude for technical concepts and ability to understand complex systems
Ability to develop systems knowledge to become a subject matter expert
Good communication and liaison skills
Experience of managing vendors’ tickets to resolution within SLA
Experience working in a fast-paced environment managing concurrent tickets across multiple services and interfaces
Technical skills to enable information gathering and analysis e.g. SQL, Operating System knowledge, data movement and web interfaces
NB: Due to the high volume of applications, Lloyd Recruitment Services can only contact shortlisted candidates
