System Support Analyst

  • Post Date: January 7, 2022
  • Isle of Man
Job Description

Role Description:
The System Support Analyst plays a key role in the provision of Application Support for internal & external customers. Working as part of a small team, the System Support Analyst will primarily be focused on delivering an exceptional standard of support and problem resolution services to the client’s customers.
It is also the responsibility of this role to perform batch operations on our core applications; as such the System Support Analyst will be expected to perform these duties working as part of a shift rota.

Role Responsibilities:
– Provide 1st line support on all tickets raised through the Customer Service Desk, ensuring:
* Tickets are responded to in a timely manner.
* The information recorded within the ticket is of good quality, where this is not the case, the System Support Analyst will liaise with the relevant customer to improve.
* Tickets are allocated/escalated to the correct IS team where necessary.
* A complete history is maintained within the ticket.
– Create, own and maintain documented procedures to aid System Support Team functions/responsibilities.
– Create, own and maintain knowledge base / hot-to articles for the Customer knowledge base repository.
– Take responsibility and ownership to achieve resolution.
– Prioritise and diagnose incidents according to agreed procedures.
– Investigate causes of incidents and seek resolution.
– Escalates unresolved incidents.
– Facilitate recovery, following resolution of incidents.

Skills & Experience Required:
– Minimum of 1 years’ experience of working within an IT customer services environment.
– Educated to a bachelor degree level or holds a relevant professional qualification or extensive relevant experience in career history
– In-depth knowledge of Microsoft Office Applications (i.e. Word, Outlook, Excel and PowerPoint).
– Analytical Thinking: Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts.
– Good problem solving skills in order to resolve incidents quickly and effectively

Phone 01624 615600