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...