Application Support Specialist (1st & 2nd Line)
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| Job Type | Permanent Full Time |
| Location | Epsom, Surrey |
| Area | Surrey, UK |
| 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
