Senior Application Support

Job Description

Senior Application Support - PowerBI, Jira, ITIL, GitHub, Google Analytics - £40,000 Role: Senior Application Support Location: RemoteSalary: up to £40,000Industry: IT Design and Development Are you a passionate Application support engineer or service desk analyst looking to kickstart your career Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression Do you have experience of Jira, PowerBI, and Google analyticsRole:Our technical team works with users, customers and our own in-house technical consultants to build successful digital solutions using waterfall and agile processes. We also provide support and maintenance services to our existing clients through our servicedesk offering.Ideal Candidate:

• A dynamic, competent, and enthusiastic service desk analyst is an integral part of the Technical team and our DevOps processes.Highly customer and service orientated, you are a self-starter who is passionate about current and emerging IT technologies. Youare an excellent communicator and eager to learn new skills.
• You will be responsible for the 1st line technical support of our service desk clients via ticket logging in Jira and any emails reporting incidents or requesting changes.
• You will assess and triage all tickets, resolving issues where possible, responding to the client where issues cannot be replicated or whether requirements are not clear and transferring demand to other members of the team when necessary.
• You will manage multiple JIRA backlogs on behalf of our clients, helping to prioritise request, identify any dependencies and updating them with information form our team.
• You will support our Delivery Group and sales team in the preparation of clients reports, listing all activities, an analysis of our time reported against each client service and an indication of any issues preventing service delivery.
• You will attend and lead the monthly support review calls with our clients, identifying any trends or issues and ensure that the client has visibility of their backlog and is confident that the backlog is prioritised accordingly for the month ahead.
• You will have experience of working in an IT support and/or service desk role, with strong organisational and communication skills, comfortable prioritising your work and possess the ability to work on multiple tasks and client requirements in conjunction.

Technical Requirements

• Excellent people skills, teamwork, and customer focus
• Awareness of service desk models (ITIL, DevOps etc)
• Use of helpdesk or other issue-tracking software, ideally JIRA
• Ability to draw insights from raw data in Excelto produce meaningful client presentations
• Awareness of technology/comms/network services
• Understanding of ITIL service management
• Experience with data analytics tools, such as Google Analytics, Google Tag Manager and Power BI
• Knowledge and/or experience of using Git/ GitHub and their various workflow methodologies
• Creating and administering resources with Microsoft Azure
• Using or supporting Umbraco or any other web-based CMS.