Job Title: Graduate LIMS Application Support Analyst Department: IT (Business Applications Division - Application Support Team) Reporting Line: Application Support Manager JOB PURPOSE To work as part of a small 3rd line support team, providing support for business applications within the Group, covering a user base of about six hundred across the globe. JOB RESPONSIBILITIES Working with tools provided, deliver 3rd line user support for bespoke Business Applications working to agreed SLA's. Create and maintain Knowledge base articles in the Helpdesk tool, to aid swift resolution of future support requests. Keep aligned with the IT Service Model, ensuring delivery against any agreed SLA's. Investigate, analyse and document reported defects, this might include using SQL select statements and offer suggestions for resolution. Support with the creation of incident and problem tickets with root cause analysis. Identify opportunities to automate processes within the customer service function, making appropriate suggestions to line manager. Collaborate with technical teams and the customer to resolve technical issues. Escalate any system change requests to the Product Support team for evaluation. Configure and maintain integrations of the laboratory instrumentation with the Group LIMS systems. Escalate any data related issues to TDS where appropriate. Using the Scheduler tool provided, create scheduled tasks to distribute reports as required. Run audit reports for users and interrogate the database where necessary. To undertake other duties of an appropriate nature under direction of Line Manager. SKILLS, QUALIFICATIONS AND COMPETENCIES Experience/Background Previous experience in 2nd/3rd line application support role in a LIMS environment (desirable) Experience using/supporting LIMS applications (desirable). Experience using tools such as Nethelpdesk, Asana, Redmine and Google Apps. Experience working in the metals and minerals industry (desirable). Qualifications/Education Educated to degree level (high grade) or above. ITIL knowledge (Certification desirable). Person Specification Analytical mindset with the ability to resolve complex problems with excellent user outcomes. Accepts accountability and ownership of technical issues. User focussed, with ability to interact with users and champion user needs. Effective communication of business change and processes. Confidence in communicating complex technical issues to internal or external audiences with varying degrees of technical understanding. Technical Specification SQL querying skills (desirable) Basic javascript expressions (desirable) Application bug diagnostics (desirable): Log analysis. Debugging. Language Skills Spanish speaking is a bonus but by no means essential Ascent People Ltd is acting as an employment agency for this vacancy and applicants from all ages and backgrounds will be considered.