Junior Applications Analyst

We are Kocho 

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.  

Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right.  

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This mindset aligns with our company values as we understand that we are Better Together.
 

Here is the role: 

Group IT supports Kocho by delivering, maintaining, and supporting the internal IT infrastructure. We ensure that our people have the tools and systems they need to deliver great projects and support to our clients.  

The key purpose of this role is to provide first line application support to both the business and to our clients on our suite of applications, which are primarily used to deliver Managed Support Services to our clients. 

This is what we need from you: 

• Work as part of a fast paced and vibrant team, interacting with both internal and external end users requiring Application Support (1st Line Support), quickly analysing the nature of queries and customer problems and provide suitable solutions within service level agreements.  

• Establish and maintain high levels of incident ownership throughout the incident lifecycle, bringing the incident to a satisfactory conclusion, applying appropriate escalations procedures if . 

• Work closely with 3rd party suppliers as needed to resolve issues. 

• Process internal Joiner, Mover, and Leaver Requests

• Maintain User Access Management for both internal and external users across applications, including applying appropriate RBAC. 

• Maintain data within applications to a high degree of accuracy e.g. Client, Supplier, Contact and Configuration Data. 

• Support the client on-boarding and off-boarding processes. 

• Maintain and create supporting documentation for applications. 

• Work with internal stakeholders to complete minor changes to ensure applications meet business requirements. 

Essential: 

• Proven experience in resolving IT related issues. 

• Ability to troubleshoot and analyse problems. 

• Excellent communication skills, written and spoken. 

• Excellent analytical skills and a strong attention to detail. 

• Ability to communicate with and deliver high levels of customer service to all stakeholders (internal and external). 

• Ability to take ownership of and progress incidents to resolution. 

• Ability to work under pressure and adapt. We operate at a high cadence and strive to work well within our SLA’s. 

• Be a strong team player, able to work in and create a supportive environment for other team members. 

• Ability to strictly adhere to processes, including Security and Change Management processes. 

• A strong security awareness. 
  

Would be great if you have: 

• Experience with any of these applications: 

• ConnectWise Manage 

• IT Glue (including MyGlue) 

• 8x8 

• DeskDirector 

• Bright Guage 

• Experience maintaining or configuring IT Service Management Tools 

• An understanding or experience of Single Sign On (SSO) and Identity Providers