2nd Line Application Analyst

The role will be responsible for providing 2nd line ICT technical support across the business. The postholder will be responsible for the management and upkeep of various software and hardware solutions across the estate. They will utilise their technical competencies within a Windows environment to ensure the availability and enhancement of key policing systems.

1. Provide 2nd line support in a calm, professional and customer focused manner, adhering to SLAs to support internal customers throughout the business.

2.Support the implementation of system changes, migrations and upgrades in-line with a change control process, enhancing

existing services to meet or exceed agreed service levels. Conducts testing of new releases in a controlled environment before migrating to live.

3.Take ownership of tickets escalated from Service Desk and manage them throughout their lifecycle. Ensure relevant stakeholders are kept informed at all stages.

4.Deploy approved hardware and software across the Business following agreed practices, ensuring adherence to security procedures.

5.Support a range of applications across a defined portfolio, and assist in incident and problem resolution across the Business. Fulfil service requests, using escalation procedures when required in accordance with ITIL®.

6.Collaborate, define and share knowledge, learning from others to develop technical skills in order to provide resilience in key areas. Create and maintain support documentation, enabling resiliency and knowledge transfer within the team. Define and maintain Knowledge Articles to enable the cascading of information to the ServiceDesk.

7.Work closely with 3rd parties and stakeholders to build strong relationships. Achieve swift resolutions to incidents requiring escalating outside of the ICT department.

8.Contribute towards scheduling, testing and the execution of releases of software, ensuring all parties are kept informed throughout and escalating where required.

9.Responsible for maintaining accurate Asset information for specific services, and contribute to maintaining accuracy across all ICT assets following defined procedures.

10.Work flexibly to provide support within core hours year-round, ensuring support is available to the Business during periods of high demand.