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IT Applications Analyst (perm)

Incite Insight
Job LocationLondon
EducationNot Mentioned
Salary£35,000 - £42,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The role of IT Applications Analyst is to provide 2nd and 3rd line support for applications and desktop environment to colleagues, both remotely and in person (at one of our 4 London offices).The role includes dealing with 3rd line incidents, requests and problems. Leveraging "cloud" services where possible, the configuration of our applications, interoperability and the desktop environment provide the basis on which the firm works.This is a critical role that requires an advanced troubleshooting skill set and an understanding of applications end to end. A rota also exists for on-call out of office and weekend support. You will be expected to fully participate in the rotas.Location: South Quay Plaza office with travel to Mayfair office. Currently, working from home remotely during the COVID-19 pandemic. Still may require occasional visits to Offices when required and following guidelines.Hours: a standard working day is 8 hours (including 1 hour lunch break) depending on priorities, with a shift rota is in place to provide weekday on-site services from 08:00 to 19:00Desirable qualificationUniversity degree - Bachelor’s Degree in IT, Computer Science or equivalent experience.Required skills and experience:

  • Previous experience working in an Application Support role (3+ years in environments with 300+ users)
  • Excellent Windows Desktop Operating Systems and Windows Server knowledge (Windows 10, Server 2008 and above)
  • Strong experience in Microsoft Office 365, Microsoft Exchange, Active Directory, Citrix, Desktop provisioning.
  • Application Configuration, upgrading, support and packaging via Microsoft System Center Configuration Manager (SCCM)
  • Day to day experience with Active Directory and Azure Active Directory
    • Desirable skills and experience:
  • ITIL knowledge or certification
  • PowerShell Scripting
  • Experience with Microsoft SQL Databases, Azure, Group Policy, Citrix Desktops, ServiceNow
  • Knowledge of Microsoft Cloud Services: SharePoint Online, Teams, Azure, etc
  • Ideally have basic Legal application support experience. Rekoop, BigHand, Norwel, DMS, PMS, NetDocuments, Tikit TMS
  • Microsoft Office Specialist (MOS) qualification in Word and Excel
  • CompTIA A+ and other technical qualifications
    • Main Duties and Responsibilities
  • Maintains an in-depth knowledge of the client’s applications and environment, provides expert advice regarding their application.
  • Investigate and troubleshoot problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
  • Trend recurring incidents and provide suitable long-term solutions (problem’ management)
  • Able to demonstrate Incident and Problem Management and root cause analysis.
  • Contributes to creation of support documentation, to enable "shift-left"
  • Proactively looks for improvement areas as part of continuous improvement process
  • Work closely with other technical teams in relation to incidents, capacity management and service improvements
  • Act as a technical liaison with vendors as required, to resolve issues and implement changes.
  • Provide on-call support on a regular basis, working on a roster
  • Work with the Development / Release Management teams to implement application changes
  • Attend the Change Advisory Board (CAB), discuss and approve changes and present application changes as required
  • Provide technical expertise of the applications to junior members of the team
  • Document and track case histories, issues, and actionable steps taken using ServiceNow
  • Intermediate level understanding of information security best practices and principles
  • Manages configuration items (CIs) and related information. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate.
  • Develops implementation plans for complex requests for change. Suggests improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
  • Evaluates new system software, reviews updates, plans the installation and testing of new versions of system software.
  • Promotes and ensures use of appropriate techniques, methodologies and tools.
  • Any other ad hoc projects as required.
    • Personal Attributes
  • Strong experience working in a similar role, preferably within the legal sector, with a similar team size
  • Demonstrates a passion for customer service with excellent English written and verbal communication skills
  • Proactive and service-oriented attitude, as well as advanced written and verbal communication skills
  • Strong technical, analytical and problem-solving skills with the ability to extract relevant information quickly and effectively.

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