About the Role :
Responsible for providing the highest level of in-house technical support to software applications within and registered by Midcounties Co-operative and other in-house applications under the direction of the Application Support Manager.
This role requires the individual to be on the CIT support rota.
However, occasionally situations may arise that require the post holder to perform other duties or tasks as may be reasonably requested by the Society.
About You :
The post holder shall :
Contribute expertise to project teams including active participation in developing the support model for new applications
For support matters, manage third party resources and deliverables to SLAs
Resolve assigned support calls efficiently and effectively using ITIL aligned processes, with the maximum amount of customer care and within agreed SLAs
Proactively monitor and manage incidents and work requests (standard and non-standard), balancing these workloads to meet service level agreements
Manage and deliver technical change controlling quality, time and cost, following the CAB process and writing / maintaining support documentation
Support testing using defined test scripts and acceptance criteria
Work closely with other Service Delivery teams to provide knowledge base articles to run problems into known errors.
Ensure a positive customer experience for all customers of Co-operative IT
Ensure that business groups and users are provided with appropriate communication throughout the process and use the feedback to ensure the success of the proposed solution.
Ensure valuable documentation and other important data is safely secured.
Ensure confidentiality of all trading and other sensitive information both within and outside of work.
Support the Application Support Analysts in developing their technical and non-technical skills through support and coaching
Act as support and a point of escalation for the Applications Support Analysts
In addition, all employees are expected to work within the terms of their contract of employment and adhere to Society policies and procedures.