IT Application Support Analyst

Job Description

We are looking for 3 experienced IT Application Support Analysts to join our superb team based in Manchester. You will be working on a full time, permanent basis, you will receive a competitive salary of £20,000 - £22,000 DOE and the chance to join our great team.GEOAmey provide safe and secure transportation and custody services for prisoners and young people across the UK, providing a vital public service. Having recently been awarded a further 10 year contract; we are seeking people to join our successful organisation where no two days are the same!We are a professional organisation who take pride in providing the very highest level of care to ensure the physical and mental wellbeing and welfare of those in our custody. You will be truly making a difference every day, be part of a great team and will receive ongoing training and development. We take pride in our diversity and equality as demonstrated by our partnerships with charities MIND, Barnardo’s and Stonewall who influence and help improve our approach and policies.The role:As an IT Application Support Analyst, you will be responsible for providing application support for the business systems that underpin the GEOAmey business teams. The application support team provide support Monday to Friday 7am until 5pm; therefore, the team will be required to work alternating shifts to ensure adequate support is provided during these core business hours. On call support may be required for out of hours and Saturday morning cover.The business systems deployed include both bespoke applications and commercial software packages including Microlise, Paragon, Kronos, Concur, Moodle, Ross and Miradore MDM.You will be required to provide desk side support for tickets that cannot be resolved remotely, to support rollout activities or large projects. The application support analysts will also participate in user group forums and strategy workshops.You will work within ITIL best practice framework to provide first point of contact technical application support for customers.In order to achieve this, as our IT Application Support Analyst you will need to:- Trouble shooting, diagnosing and resolving (based on knowledge) application related technical issues.- First point of contact via phone, email and customer portal. Managing customer liaison, pro-active feedback and customer queries from ticket creation to resolution.- Log calls in the Service Desk call logging system.- Call follow through with 2nd Line Analysts, Development Leads and 3rd parties where necessary.- Enter resolution details to the knowledge base.- Support DPO on Data Information Requests.- Flag common issues for problem investigation and resolution.- Link recurring incidents to open cases.- Customer feedback and ticket resolution.- Log and organise hardware maintenance incidents with 3rd party vendors.- Review 3rd party support contracts and flag when renewal is required.- Maintain documentation and Configuration Management Database.- Provide user training and “how to” guidance when required.In order to be successful in your application as an IT Application Support Analyst we require the following competencies, skills and experience:- Ability to work with cross-functional teams.- Excellent problem solving and trouble shooting skills.- Strong communication and customer service skills.- Excellent written and verbal communication.- Excellent attention to detail.- Ability to multi task working with concurrent priorities.- Must be able to demonstrate resilience and able to work well under pressure.- Personal flexibility to work on shifts, weekends and/or after hours and travel when necessary.- You will ideally have exposure to ITIL best practices.- Personal flexibility to travel when necessary.All roles within GEOAmey are subject to a risk assessment being completed to confirm the vetting status required for the applicant / job holder to undertake the duties of the role. This role has been risk assessed as requiring Ministry of Justice Enhance Level Clearance and Enhanced CRB.Apply now to secure your future and become our IT Application Support Analyst!