IT Application Support, London/home-based, £30-35k

A highly successful and well recognised company specialising in training and education for professional qualifications in a range of expert fields. A distinctive supportive and welcoming culture making this a highly sought after organisation to work for.

Our client is looking for someone to provide diagnostic and cause analysis incident support for identified internal applications. You will be supporting the business requirements through provision of application services as well as acting as the operational technical expert for identified applications, sharing knowledge as appropriate through intranet documentation and running training sessions.

You will be responsible for:

• Triaging and managing incident and request tickets using internal ticket management software.
• Diagnosing causes of incidents, reported by students and staff that are related to application services, and recommending options to resolve the problem.
• Providing support of business processes that use one or many applications or application services.
• Acting as operational technical expert for identified applications, sharing knowledge as appropriate through intranet documentation and training sessions.
• Supporting business requirements through provision of application services.
• Liaising with IT infrastructure services, in support of applications maintenance and development activities.
• Co-ordinating and assisting each line of business with opportunities for shared applications and common business efficiencies.
• Supporting improvement initiatives involving business applications.
• Supporting the strategy for strategic, tactical and maintenance activities.
• Taking responsibility for: time management; reporting and monitoring; risk management; issue management; quality assurance; and change management.
• Supporting other application team members as appropriate for the implementation of application related activities.
• Carrying out other tasks as agreed with the internal Applications Manager.

What they are looking for

Qualifications - Ideally degree qualified together with relevant professional qualification and experience (e.g. MCSD, MCSE, OCP)

Experience - Significant experience of working within an IT team, providing technical support of applications, of which some time spent supporting Microsoft Dynamics AX. Some development experience is beneficial. Aware of industry and professional standards (e.g. ISO 9001).

Training - Formal training in Service Management disciplines (e.g. ITIL)

Skills - Broad technical understanding of .Net and PHP applications and common operational issues. Familiar with application development tools (e.g. Visual Studio, Oracle Developer) and ability to read and understand programming code and run simple SQL queries. Familiar with methods and techniques for structured reviews.

Analytical Thinking - Good at acquiring an understanding of a problem or situation, and developing an approach to interacting with the situation.

Strategic Perspective - Needs to keep overall objectives and strategies in mind, and not be deflected by matters of detail.

Achieving Results - Be aware of key business objectives, and ensure these are applied appropriately to all business activities.

Building Relationships - Able to develop effective relationships with all staff, and be recognised as providing a supporting role.

Commercial and Business Awareness - Able to identify business opportunities, and be aware of the associated risks.

Customer Focus (internal & external) - Able to anticipate and understand customer expectations, and ensure customer requirements are met and expectations appropriately