Reporting to the Service Desk Manager, the Application Support Analyst role provides re-active and pro-active Incident resolution and Service Request Management for issues reported to the Axios Service Centre.
You will be responsible for accurately recording, progressing and resolving internal and external Customer related issues ensuring that the required service level is achieved.
You will provide first level troubleshooting and resolution to End Users for Incidents of a moderate nature; this may involve liaising with other resolver groups and third party providers.
To provide support across a variety of shifts and patterns, including evening, night and weekend shifts. There will also be a requirement to provide some on-call support.
Your primary day-to-day responsibilities will include, but not be limited to :
Skills and Experience
Experience of resolving Incidents in an ITIL environment, operating in structured processes with well-defined documentation sets.
Experience of providing advice and guidance on technical matters. Excellent communication skills and telephone manner. Experience of developing and maintaining relationships with internal and external Customers.
Communicates well, orally and in writing and can present complex information to both technical and non-technical audiences.
Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively.
Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.
Accredited to ITIL Foundation Level or Higher (desirable). A good standard of advanced education.
About Axios Systems
Axios Systems is an international IT Service Management (ITSM) and IT Operations Management (ITOM) software company specializing in the development, implementation and support of sophisticated and high-value business solutions.
Its best practice solution, assyst , is deployed world-wide in both private and public sector organizations