Senior IT Systems Support Analyst
at
Norbrook Laboratories
Newry BT35 6QQ, , United Kingdom
-
Full Time
Start Date
Immediate
Expiry Date
13 Jun, 25
Salary
0.0
Posted On
13 Mar, 25
Experience
0 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
No
Skills
Good communication skills
Industry
Information Technology/IT
Description
Responsibilities
Ensure all incidents, problems, service requests and change requests associated with their service delivery domain are managed to the agreed service level.
Escalate unresolved incidents, problems, service requests and change requests to the IT Service Delivery Mgr.
Support the IT Systems Support Analysts and IT Service Analysts by providing second and third line support and liaising with third parties as needed.
Ensure all critical IT services are monitored to ensure events are pro-actively managed and service downtime minimized.
Ensure all systems support issues are resolved following agreed procedures.
Use tools to collect agreed service performance statistics and measures.
Provide advice and guidance to users around IT service use and adoption to ensure positive user outcomes.
Build a good working knowledge of the IT environment in order to achieve higher levels of ‘first time fix’.
Ensure support documentation including knowledge base and configuration documentation is developed and maintained following agreed procedures.
Review and monitor IT service performance and make recommendations to improve service performance where appropriate (resourcing, training, procedures, SLA changes, use of tools and automation etc).
Pro-actively lead service improvement efforts to improve day-to-day service performance and IT responsiveness to end-users.
Manage the development and implementation of new IT systems and the successful delivery of technical changes and enhancements to the existing IT systems.
Attend change control and demand review meetings where appropriate to manage dependencies associated with their systems development domain(s).
Serve as a subject matter expert (SME) in systems support for a given service delivery domain.
Complete all work in accordance with GxP requirements (GMP, GLP, GCP and GPvP) and any required standards using the appropriate SOPs, methods and tools.
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