IT Applications Support Analyst

In this role, I will provide you with an opportunity to deliver 2nd line ICT technical support across our organization professionally and in line with SLAs, ensuring strong customer service standards are maintained. You will implement and test system upgrades, changes, and releases within the change control framework. I will require you to manage escalated tickets through to resolution, keeping stakeholders informed throughout the process. Moreover, you'll be responsible for securely and consistently deploying approved hardware and software, supporting and maintaining key applications, and assisting in incident/problem resolution per ITIL® processes. Sharing technical knowledge, maintaining documentation, and creating Knowledge Articles for the Service Desk will also be part of your responsibilities. You'll collaborate with third parties and internal teams to achieve timely issue resolution and maintain accurate asset and configuration data. Participation in release testing, scheduling, and communication will be necessary. Additionally, you will need to provide flexible support during core hours and contribute to on-call or shift rotas as required.