Lead Application Support Analyst

We are currently supporting a Local Authority department based in Southend on Seas that is seeking an experienced Lead Application Support Analyst to join their staff team on a permanent basis.

Main responsibilities:

• Take ownership and effectively progress all support calls to a successful conclusion at the earliest opportunity
• Triage incidents raised by customers as service desk calls. Resolve the 1st line calls at the first point of contact and escalate more complex incidents to the relevant Product team
• Ensure that escalated calls contain essential and accurate information: required to enable prompt resolution by the Product team
• Keep detailed records of the application's performance and shortcomings for senior-level staff to review and analyse.
• Regularly evaluate the current state of the applications (including usage and performance), identifying aspects which could be improved and recommend changes in order to facilitate those improvements
• Perform basic maintenance and housekeeping tasks on line of Business Applications
• Provide technical assistance, application support, usage advice and guidance to customers and third parties
• Develop product knowledge and skill sets to enhance familiarity with the Line of Business Applications
• Ensure that Business Applications are available to the departments and working correctly, enabling services to be delivered successfully
• Produce and maintain documentation of application environments, data-flows, and support processes.
• Provide support and expertise to projects and enhancements to ensure successful Service Transition into Production support.
• Perform Ad Hoc Duties as requested by your Line Manager

To apply for this role or for further information please respond to this advert with a copy of your current CV or contact Richard New