Application Support Analyst – Recruitment brief
Job title: Application Support Analyst
Responsible to: IT Manager
A great opportunity to join our growing team here at Rayner, this role will be supporting many exciting changes to our systems and ways of working, as we prepare for our move to a new facility in 2015/16. We are a growing business with exciting plans for the future, so we need you to be passionate about all things IS and keep yourself up to date with trends in technology and software applications.
The main focus of this role is to deliver support to end users across the business, enabling them to make efficient and effective use of various types of software programs (primarily ERP). This will include troubleshooting applications and software for all internal customers. You will be assisting in the design, delivery and improvement of in-house software applications training programmes. This role will provide the essential interface between end-users, IT and the business as a whole.
Your key responsibilities will be to:
- Field incoming requests from end users to resolve process, application and software issues within servers, databases and other mission-critical systems
- Prioritise, schedule and administer all instances where enhancements and defect resolution are required
- Communicate application problems and issues to key stakeholders, including management, development teams, end users and unit leaders
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
- Maintain and enhance performance of all new and existing software and applications across the organisation
- Identify and learn appropriate software applications used and supported by the organisation.
- Apply diagnostic utilities to aid in troubleshooting
- Create and deploy feedback mechanisms for end users. Analyse results, make recommendations for support process improvement, and implement changes
In addition to the main responsibilities above, you willbe required to:
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file back-ups, and configuring systems and applications
- Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on
- Conduct research into software application products and services in support of development and purchasing efforts
- Provide support for the testing of new and existing software applications under development or consideration for purchase
Knowledge and Experience:
To be considered for this role you must have in-depth, hands-on knowledge of and experience in supporting desktop applications, including a good working knowledge of ERP systems such as Syteline (or similar). You will be an expert at troubleshooting with a deep understanding of the principles, methodologies and issue resolution techniques behind you. We need you to have strong experience in supporting end-users and being able to communicate clearly with end-users of varying levels of competence and confidence.
Personal Skills:
This role requires you to have good interpersonal skills. You’ll be a team player who thrives in a collaborative working environment and you’ll have a strong customer service focus. You will be highly self-motivated and directed, with a keen attention to detail and able to present ideas in user-friendly language. Problem-solving skills and an analytical approach are a must for this role, as is the ability to effectively prioritise and execute tasks in a high-pressure environment.
October 2015 – Rayner