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Application Support Analyst - 1st/2nd Line

  • Location

    Leicester, Leicestershire

  • Sector:

    IT & Telecoms

  • Job type:


  • Salary:

    Up to £27000.00 per annum + 5000 Shift Allowance

  • Contact:

    Corey Newport

  • Contact email:

    [email protected]

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    9 months ago

  • Expiry date:


  • Startdate:


Application Support Analyst - 1st / 2nd Line Support
Location: Leicester
Salary: £27,000 + £5,000 Shift Allowance

The ideal candidate will be working within an ITIL best practice framework to provide first point of contact technical application support for our customers, who use our Warehouse & Port Applications. Working as part of a shift team
(Sunday 10pm - Friday 10pm). With working from home during night shifts available.

Role Will Also Include

-Trouble shooting, diagnosing and resolving (based on Knowledge) application & database related technical issues within a SQL, Web & Server Process environment
-Call triage
-Being first point of contact via phone, email and customer portal. Managing customer liaison, proactive feedback and customer queries from ticket creation to resolution
-Log calls in the Service Desk call logging system

Escalation & Ticket Resolution

-Call follow through with 2nd Line Analysts, Development Leads and 3rd parties where necessary
-Flagging common issues for problem investigation and resolution
-Linking recurring Incidents to open Problems
-Customer feedback and ticket resolution

Housekeeping & Analysis

-Daily/weekly monitoring checks on customer systems following runbook instructions
-Logging and organising hardware maintenance incidents with 3rd party vendors
-Recurring activity / data requests from customers
-Review the clients 3rd party support contracts and flag when renewal is required
-Organise Escrow deposits
-General service desk duties as requested by the Support Team Leader
-Creating and championing Knowledge for common issues
-Maintaining documentation and Configuration Management Database

Skills Required

-Exposure to ITIL practices
-Previous Logistics IT experience preferable
-1st / 2nd Line Support knowledge

Full JD upon application…