This role offers a fixed-term vacancy for an IT and Application Support Analyst, with a contract duration of 6 months. The position involves providing both remote and customer-facing support for applications as well as ICT-related issues and requests. The post holder will be responsible for logging, tracking, and resolving various issues while assisting with design templates, application testing, and product releases. Additionally, the individual will play a crucial role in projects defined by the business to ensure the delivery of excellent service and high-quality outputs. This opportunity requires dexterity in managing service requests while maintaining effective communication with stakeholders. The successful candidate will also engage in routine monitoring of systems and provide assistance to non-technically minded colleagues across various business units, ensuring operational efficiency.
Job Duties:
- Act as the first point of contact for all IT issues; diagnose and resolve reported issues and user requests, including helpdesk queries and support for meeting and training rooms.
- Provide remote and deskside support to business units and oversee system support and administration.
- Manage desktop and mobile equipment deployments, updates, and maintenance.
- Set up and programme mobile and desktop telephones, including installation and management of Call Centre Telephony Solutions.
- Ensure effective communication with customers regarding the status of issues, upgrades, and new application releases.
- Accurately log, prioritise, and manage incidents and service requests.
- Maintain system documentation, user access records, and incident reporting, while also ensuring knowledge share directories are up to date.
- Perform routine tasks such as monitoring appliance and server health, backups, and maintaining emergency equipment.
- Assist with major projects and disaster recovery testing, with potential out-of-hours work required on occasion.
- Monitor systems, identify failures, log incidents, and follow them to resolution.
- Collaborate with IT and development teams to create effective solutions and provide monthly reports to management concerning ticket statuses.
Job Requirements:
- Essential experience in a service desk or help desk environment.
- A solid interest in IT, along with some experience with Windows operating systems and applications, and both desktop and mobile devices.
- Strong organisational skills and attention to detail; accuracy in documentation is crucial.
- Quick learner who can adapt to new systems and tasks efficiently.
- Proficiency in Microsoft Word, Excel, Outlook, and web browser applications.
- Excellent interpersonal and communication skills; ability to provide face-to-face support to colleagues of all levels.
- Proactive approach with an ability to meet deadlines and tackle challenges effectively.
- Capability to manage multiple tasks and projects concurrently.
- Must successfully complete GSAT security training and obtain an appropriate airside pass, with a verifiable five-year history and a current police check.
What You’ll Love:
This role provides the opportunity to play a significant part in maintaining and enhancing operational efficiency within a dynamic environment. You will work collaboratively with diverse teams and engage in a culture that values professional growth. The organisation supports the development of your skills in IT support, application management, and problem-solving, ensuring that you can flourish in your role while delivering excellent service.
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