We are looking for a proactive IT professional who serves as the first point of contact between the application end user and the company, working in a service desk or help desk environment. Someone who already working in Application Support and is proficient in:
User query/issue handling: Ensuring user queries or issues are captured, validated, and triaged for further processing.
Communicating with users: Ensuring that various types of information are communicated to users through the appropriate channels.
Optimisation: Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing, and other organizational changes.
You need to be comfortable in a technical environment, but at the same time know how to turn technical jargon into something end-user friendly. We are at the beginning of our ITIL journey, so we have an element of plate spinning and juggling and need to help move the support team to where it needs to be to support a worldwide operation professionalising their ITSM.

SKILLS:

• ITSM software fluency: experience with Jira Service Management preferrable
• Atlassian Suite
• Experience working with bespoke enterprise applications / software
• M365 productivity suite
• Line management experience
• ITIL v3 / v4 Foundation beneficial

KEY RESPONSIBILITIES:

• Provide 1stline application support to our bespoke system
• Investigate, test and escalate any defects.
• Manage all aspects of our Jira ticket system.
• Work in tandem with our Development & DevOps teams.
• Ensure a high level of customer satisfaction is being delivered
• Working with other departments to deliver knowledgebase articles and generally share information
• Acting as a first point of contact for users and customers.
• Identifying and diagnosing issues and problems.
• Categorizing and recording queries
• Providing solutions to issues.
• Advising users on the appropriate course of action.
• Monitoring issues from start to resolution.
• Escalating unresolved problems to a higher level of support, if needed.
• Providing essential online security advice and support.
• Delivering customer service through multiple channels including human, and automated.
• Logging issues and resolutions, tracking trends, and sharing insights with developers and product leaders.