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Application Support Specialist (1st & 2nd Line)


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https://www.lloydrecruitment.co.uk/6193/job2021-04-30 13:17:551970-01-01 Lloyd Recruitment Services Limited
Job Type Permanent Full Time
Location Epsom, Surrey
Area Surrey, UK Surrey UK Epsom, Surrey
Sector IT
Start Date
Advertiser Lloyd Recruitment
Telephone 01372 818 299
Job Ref EW10821
Description
Application Support Specialist (1st & 2nd Line)



** Onsite Facilities ** Onsite Parking ** Monday – Friday (9am – 5.30pm) ** **Annual Bonus ** Private Healthcare** Holiday

 

We are looking for an Application Support Specialist with a minimum of two years Applications experience (not Infrastructure or Network), where you will work as part of a small team.



Using Vendor specific programmes, this is a very busy position and therefore the successful individual will need to be able to work under pressure and to deadlines.



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




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


  • 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: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.

 

Keywords: 1st Line, 2nd Line, Applications, Vendor, Application Support
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