Job Description
We are delighted to be working with a state body on a fixed term contract of 12 months. Hybrid working options on offer and an opportunity to work within a busy and dynamic environment.
This Business Application Support - Service Desk Administrator, will support the allocated team internally as well as its clients through the provision of technical support services to a variety of business applications.
Responsibilities :
1. Become point of contact to the team's user and client queries via phone and email.
2. Be accountable for the team's issues and requests, provide helpful friendly support, and advice to resolve business application issues.
3. Troubleshoot, resolve, and escalate requests as required.
4. Liaise with the internal IT department and external service providers as required.
5. Log and monitor all requests through the IT Helpdesk software.
6. Support the business needs to meet and exceed SLAs.
7. Monitor the escalation of incidents and problems. Communicate updates to affected parties in a timely fashion.
8. Notify where improvements in procedures and technologies are needed.
9. Contribute to processes and procedures improvement relating to the Operations department.
10. Manage user access and security requests in-line with procedures.
11. Business user and other stakeholder liaison.
12. Concise and timely status reporting.
13. Support and own new business change requests when necessary.
Must haves:
14. Communication - ensuring the business is kept up to speed with the service and resolution of all problems and incidents.
15. Problem Solving - ability to troubleshoot and use initiative to solve complex issues.
16. Teamwork - A strong team player is essential.
17. Third level related Qualification.
18. ITIL qualifications would be beneficial (Incident, Problem and Change management).
19. Project Management - Ability to contribute, test and support new application developments.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
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