Application Specialist

Role:

To manage applications throughout their lifecycle. Responding to and resolving incidents effectively and quickly while assisting users to make more effective use of desktop systems, products and services and adhering to ITIL lifecycle incident and problem management processes.
Accountabilities

• To restore service to normal working conditions as quickly as possible.
• Support documentation - recording all incidents and queries.
• Communication - escalation of incident to appropriate people when necessary.
• Support - make an initial assessment to help customers.
• Classification - using tools and experience to escalate similar incidents to the appropriate people.
• Investigate and diagnose the incident. If an incident is recognised to be a problem, assign to the development team where a more in-depth investigation will be undertaken.
• Resolution - restoration of services and recording of all incident control actions.
• Closure - formally closing the incident by reviewing and categorising it and agreeing to sign off by the customer.
• Monitoring and tracking - Tracking the progress of the incident and keeping the customer informed of progress.
• Responding within agreed SLA's to all queries and incidents.
• Achieve a consistent quality of service i.e. hitting targets set.
• Provide routine advice to customers on the system, products and services.
• Accurate recording of information into the incident logging system, including all information received from the customer and the actions taken.
• Confirm transfer of ownership of queries and incidents when escalated to other members of the team.
• Responsible for ensuring that the advice or information given to the customer is accurate and up-to-date as possible.
• Sharing of information within the team on particular incidents and queries. i.e. KEDB
• Maintain own knowledge of products and services
• Produce data extracts and reporting.
• Will require flexibility to provide support coverage from 7.30am - 5.30pm (M-F) with occasional weekend activities.

Experience and Qualifications

• "A" level standard education or equivalent (degree level education or equivalent preferred).
• Experience with any of the following technologies and the support of applications utilising them, would be an advantage: Azure, UNIX/Linux, SQL Server, SQL, Scripting languages (e.g. Shell script, JavaScript, Pearl, Phyton).
• A general understanding of programming concepts.
• Judges when it is necessary to escalate customer queries and incidents to more senior members of the team for resolution.
• Well-developed interpersonal and communication skills
• Well-developed numerical and verbal reasoning and literacy skills
• Good organising and administrative skills.
• Ability to communicate with customers with a wide variety of IT experience.

What you need to do now
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