Application Support Analyst
You will be part of a an experienced and professional support team, as an IT Application support engineer you will provide 2nd/3rd Line support to the organisations core database applications providing a sympathetic and efficient troubleshooting service for all reported issues.
Based in central London near to Liverpool street station. This organisation is one of the UK’s most renowned and respected charities who have 18 locations across the UK and over 2000 staff. This organisation do some incredible work with disadvantaged young people. In the last few years they have been on a company wide digital transformation
To deliver their digital plans, they are using a rapid prototyping development methodology to build its strategy and deliver at scale and pace. IT is based on a mix of on-premise and cloud infrastructure and software as a Service.
They worked with Oracle to build out their technology which included the launch of a new optimised website, enhanced web enquiry forms which is linked to their new Oracle CRM system as well as new reporting system with further developments currently in build.
You will provide pro-active monitoring of the application support queue within the IT Helpdesk applying your technical knowledge to suggest solutions and changes to support our users and where necessary escalating issues to Senior Head of IT or other team members as appropriate. Perform root cause analysis on trends from the helpdesk and produce fixes/workarounds to resolve consistently logged issues.
Part of the role will be ensuring documented procedures and users for both IT staff and end users are up to date and relevant.
You will work with 3rd party support and development companies ensuring any issues escalated to them are dealt with efficiently and within SLA and help with the co-ordination, deployment and testing of any fixes developed to resolve issues.
To be considered for this role you will have the following skills and experience;
- Desirable, not essential - Experience of Oracle technologies (Oracle Service cloud, SoA)
- Technical experience in relational databases (MS SQL, MYSQL, PostgreSQL, Oracle DB etc)
- Report generating skills
- Experience with ITIL
- Excellent troubleshooting skills
- Worked in an application support or similar role within an IT helpdesk for at least 2 years
- Proven track record of learning, flexibility and team working
This role is suited to an experienced IT Application support engineer who has a passion for resolving technical issues and giving great customer service.