Application Support Analyst
Department: IT and Business Systems
Employment Type: Permanent - Full Time
Location: Silverstone
Description
Silverstone are evaluating and deploying a number of business-critical systems and processes and need an Infrastructure Technician to work with the Head of IT and the Business Systems Manager to deliver both the business and technical (IT) elements of the solutions. Silverstone is also bolstering the Service Desk side and need overall generic support in order to deliver a better service to the entire business.
Key Relationships
* IT Team
* Events – Public & Corporate
* Business Systems Manager
Key Responsibilities
* Responding to first line support calls received through phone, email and in person requests
* Log, manage and triage tickets on helpdesk, through to resolution. Be the first point of contact for Helpdesk.
* Ensuring helpdesk tickets are monitored and escalated to appropriate team members if required, chasing fellow team members on unworked helpdesk items to ensure all tasks have been picked up
* Learning about the applications and software in the environment and becoming an expert/superuser in order to pass on training to those who require it.
* Provide assistance to business users in effective use of applications, developing and documenting ‘Best Practice'
* Effective communication with end users to understand issues and update on outcome
* When required, work with Business System Manager to liaise with third party companies to escalate and resolve issues.
* Installation and configuration of hardware and software to users i.e. Starters / Leavers
* Utilise existing documentation and feedback to document owner, and create / maintain any other required documentation
* Provide onsite support for events through build and event days
* Travel around the various buildings on a large estate as needed to carry out the duties of the role.
* Reviewing older kit and rebuilding/reissuing where needed.
* Windows and Office365 experience at a high level.
Team Responsibilities
* Establish good working relationships with IT Team;
* Establish good working relationships with all members of the wider Business;
* Support the support team so they have the information and tools to complete their activities;
* Escalate issues with thoughtful consideration of the team;
* Identify any training you may need within a new system and how the team use these new tools;
* Have meaningful discussions with the rest of the Business Systems Team to support them and receive support for your role;
* Develop any relationship needed with 3rd party suppliers in order to make the most of your interaction with the Business Systems and Service Desk;
Performance Responsibilities
Performance will be monitored against the following:
* Objectives set through the Personal Development Review (PDR) process.
Skills, Knowledge and Expertise
* A positive can do attitude is essential with good interpersonal skills and a logical approach to fault-finding.
* Experience working with Help Desk ticketing software
* Good understanding of MS Desktop Operating Systems, MS Office Applications
* Knowledge of Computer Hardware
* Knowledge of Active Directory
* Attention to detail
* Ability to work under pressure and fixed time scales
* Ability to work independently when required and manage your own workload
* Ability to work as part of the IT team to deliver a multitude of different services across the site for Events.
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