IT Technical Support Analyst

About the job IT Technical Support Analyst

Duties and responsibilities:

• 1st Line IT support for Application Support
• Incident management for Application Support (SMAX)
• Logging and tracking of incidents, changes and requests
• Receiving incoming queries from multiple sources, assigning and tracking queries
• Proactively monitor and manage SLA and OLA on all incidents
• Ensure that business incidents and requests are resolved within the SLA / OLA timeframes
• Manage 3rd line escalations (Demand and vendor escalations)
• Manage business escalations to Application Support
• Identification and escalation of re-occurring problems and incidents
• Call journey management of high priority calls
• Ensure that all incidents and service requests are assigned to the appropriate teams Application Support
• Internal reporting for Application Support
• Drive operational issues and escalated issues through to resolution
• Drawing up performance reports by request.
• Provide a high quality and standard of Application Support to the business
• Assist with On-The-Job boarding for all new Support staff
• Maintain shifts and standby scheduling
• Day-To-Day operational status reporting of the production systems
• Manage contractors HR, housekeeping, and Payroll submissions to the individual contracting houses.
• Support management with miscellaneous administrative duties

Qualifications and experience:

• Bachelors degree in IT, Computer Science or a related field required
• Cloud computing
• Oracle, SQL Server
• Web Methods
• Web Services
• Automation / Scheduling tools / frameworks