ICT Application Service & Support Analyst

Gloucestershire

£35,000
The role will be responsible for providing 2nd line ICT technical support across the organisation. The postholder will be
responsible for the management and upkeep of various software and hardware solutions across the estate. They will utilise
their technical competencies within a Windows environment to ensure the availability and enhancement of key
systems.

Key Responsibilities

1. Provide 2nd line support in a calm, professional and customer-focused manner, adhering to SLAs to support internal
Customers.
2. Support the implementation of system changes, migrations and upgrades in-line with a change control process, enhancing
existing services to meet or exceed agreed service levels. Conducts testing of new releases in a controlled environment
before migrating to live.
3. Take ownership of tickets escalated from Service Desk and manage them throughout their lifecycle. Ensure relevant
stakeholders are kept informed at all stages.
4. Deploy approved hardware and software across the organisation following agreed practices, ensuring adherence to
security procedures.
5. Support a range of applications across a defined portfolio, and assist in incident and problem resolution across
the organisation. Fulfil service requests, using escalation procedures when required in accordance with ITIL®.
6. Collaborate, define and share knowledge, learning from others to develop technical skills in order to provide resilience in
key areas. Create and maintain support documentation, enabling resiliency and knowledge transfer within the team. Define
and maintain Knowledge Articles to enable the cascading of information to the Service Desk.
7. Work closely with third parties and stakeholders to build strong relationships. Achieve swift resolutions to incidents requiring
escalating outside of the ICT department.

Requirements

Essential:

1. Experience providing 1st or 2nd line support within a Windows environment, with an aptitude for further developing
technical skills.
2. Experience of working in a busy environment to set targets, SLA’s and within timescales.
3. Excellent customer service skills and exceptional telephone manner.
4. Previous experience of working within a team, being self-motivated and flexible in their approach to work.
5. Strong problem-solving, organisation and prioritisation skills.
6. Be professional, flexible, able to work under pressure and adaptable to the changing needs of the organisation.
7. Excellent documentation skills, with an aptitude to proactively create and maintain service documentation.

Desirable:

1. Proven experience of successfully delivered work, bringing enhanced functionality to a workplace.
2. Strong experience in the use of technical tools, including Remote Desktop, Powershell Scripting and use of Active Directory to manage objects and users. Proficient with Microsoft Office, including Outlook.
3. Familiarity with a defined change process to bring in controlled improvements to an estate.
4. Use of Windows Server platform to manage virtual servers, including their features and services.
5. Working knowledge of automation (PDQ, SCCM, Intune, scripting) to automate the deployment of software and its
dependencies

*Candidates must be able and willing to travel around the region and possess a UK driving licence*

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.