IT Support Analyst

Job Purpose:

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. 
• Asist in conducting root cause analysis and managing problems to prevent recurring issues.