The role of IT Support Analyst is to be responsible for 2nd Line Application Support activities. Providing advanced technical support for business-critical applications, ensuring that all incidents that have been escalated from the 1st Line Support teams, or have been raised directly into the 2nd Line queue are resolved promptly. This role acts as a key liaison between the technical teams and the business users, analysing complex issues, applying deep application knowledge and working with development and infrastructure teams, where needed, to maintain high system availability and performance. This role also contributes to continuous improvement by identifying recurring issues and recommending long term solutions using Problem Management and ITIL best practices.
Responsibilities:
- Respond promptly to incidents related to Applications reported through the Service Desk or monitoring systems.
- Diagnose, troubleshoot, and resolve application issues, following agreed procedures.
- Escalate complex or unresolved incidents to appropriate teams or third-party vendor(s) adhering to agreed service level agreements (SLAs).
- Implement and manage application updates, ensuring security updates are applied promptly to mitigate vulnerabilities.
- Communicate effectively with end users, providing clear instructions and guidance on the use applications services.
- Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
- Conduct regular reviews of operational checks such as batch jobs to ensure they are operational.
- In addition to your primary support area, you may develop skills to support other areas of Service Delivery as defined and agreed with your manager, including local support tasks as required. You may also be required to perform Service Desk duties on occasion.
Assist in conducting root cause analysis and managing problems to prevent recurring issues.
Essential
- Proven experience in IT Support Analyst role preferably in a medium to large organisation.
- Good overall understanding of ITIL framework and ITSM best practices.
- Good analytical and problem-solving skills.
- Good understanding of priorities versus business impact and Incident resolution within required set of SLAs.
- Documentation skills for creation of Runbook / Knowledge Articles, including the ability to produce from scratch.
Desirable
- Expertise in Microsoft Dynamics 365, with relevant certifications such as Microsoft Dynamics 365 Fundamentals (CRM, ERP), Power Platform.
- ITIL certification (Foundation level or above)
- Work with diverse technology stacks, including bridging the gap between legacy systems and modern platforms.
Required Competencies:
- Very organised with good planning and coordination skills.
- Ability to interact and communicate well at all levels.
- Inquisitive mindset, not happy to accept the ‘status quo’.
- Ability to multi-task and remain calm under pressure.
- Collaborative team player who continually strives for improvement.