Application Support Analyst

at  FGF Brands

Job Description:

SUMMARY

Reporting to the Manager, IT Systems Support, the Application support analyst will be the first point of contact for the end users for all technical issues and service requests. Provide troubleshooting and technical support via phone, chat and email and manage ticketing system.

REQUIRED EXPERIENCE

• Degree or diploma from a recognized technical school or university in a related field or equivalent work experience and at least 2 years of information technology experience.
• Knowledge of the enterprise IT ecosystem and the co-dependencies of servers, networking, and software
• Troubleshooting skills with mobile and desktop technologies
• Strong sense of ownership and ability to follow tasks through to completion
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
• Willingness to learn new technologies and maintain industry knowledge
• Extremely good written and verbal communication skills
• Knowledge and experience of customer service practices
• Ability to engage with and seek input from others to ensure delivery to agreed timescales.
• Customer focused and goal orientated with keen attention to detail.
• Ability to work as part of an effective and highly skilled team.

• Working collaboratively with IT colleagues in Service Desk, Security, Infrastructure, Networking and Database Administration to resolve issues and implement solutions.
• Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
• Monitor corporate central ticketing system to ensure timely resolution of support issues.
• Prioritize and schedule assigned support activities and tasks.
• Maintain IT application support technical documentation.
• As required, provide timely communication to users on the status of their service requests and incidents.
• As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.
• Ensure problem prevention methods are continually applied to improve service levels.
• Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc.
• Share knowledge and expertise with others, coaching and supporting team members as required.
• Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
• Administer the implementation of new or revised systems, evaluate designs, develop technical standards and procedures for system maintenance and operation.
• Plan, coordinate and supervise activities related to data entry work flows, electronic documents, business processes and information systems and software applications.
• Planning, organizing and directing document/data processing activities.
• Analyze current documents; processes for efficiency and effectiveness.
• User set-up and security group administration