Senior Application Support Analyst

Warrington, Cheshire
Michael Page Technology

This Role is for a dedicated and driven Senior Application Support Analyst who will play a vital role in exceptional technical support delivery (internal and external), whilst also actively contributing to the growth and efficiency of the service desk function. Responsibilities include adhering to service management principles (ITIL), and maintaining strong client relationships and providing technical support with a customer-centric approach.

Client Details

Our client based near Warrington, operates at the forefront of transformative change in the Technology & Telecoms industry. With a culture of innovation and success, they offer exceptional opportunities for career development and growth. This organisation values there employees and has invested in world class facilities to allow you to reach your fullest potential. This company prides itself on having a team of highly skilled professionals who are passionate about what they do; they operate globally and allow you to develop your expertise at a rapid pace.

Description

Joining the consultancy team, the Senior Application Support Analyst holds a crucial position in providing outstanding technical support and maintaining smooth service delivery for our clients, strategic partners, and internal staff. The client is looking for an engaged individual deeply involved in day-to-day service desk operations, demonstrating a hands-on approach, and ready to collaborate with the business to strengthen its capabilities and broaden its influence.

Responsibilities:

• Serve as the primary liaison for customer inquiries, ensuring their needs are met and expectations managed effectively.
• Drive positive customer experiences aligned with service agreements and contractual obligations.
• Provide technical assistance to both internal and external stakeholders.
• Document support cases within the helpdesk ticketing system.
• Respond promptly to resolve issues and incidents.
• Prioritise and categorise cases through triage processes.
• Collaborate with the consultancy team to identify root causes of issues.
• Utilise product knowledge and technical expertise to resolve customer problems.
• Foster strong relationships with clients and stakeholders.
• Uphold service management principles and ensure adherence to ITIL standards.
• Maintain a comprehensive understanding of the company’s products and services, along with their interdependencies.
• Support and develop the service desk to meet business and customer needs within agreed service levels.
• Facilitate effective communication at the executive level.
• Create and update technical documentation.
• Assist with hardware setups, including desktops, laptops, and phones.
• Support employee onboarding, offboarding, and transitions.
• Provide general internal infrastructure and hardware support as needed.

Profile

A successful Senior Application Support Analyst should have:

• Experience in a similar role; hands-on experience, demonstrating proficiency in managing and optimising ticketing systems.
• Strong problem-solving abilities with a knack for troubleshooting technical issues and conducting thorough investigations.
• Efficient task management skills, adept at meeting deadlines and prioritising effectively to maintain workflow.
• Understanding of ITIL V4 best practices.
• Knowledge of Information Security protocols, including ISO27001/Cyber Essentials compliance.
• Proven track record of establishing and nurturing professional relationships with clients, partners, and internal stakeholders.
• Broad comprehension of IT infrastructure dynamics and experience in overseeing software delivery.
• Comfortable operating in fast-paced environments, capable of managing diverse objectives simultaneously.
• Strong written and verbal communication abilities.
• Proficient in generating and presenting comprehensive service management reports, with meticulous attention to detail.
• Experienced in effectively managing diverse stakeholder groups through a balanced approach of diplomacy and assertiveness.
• Firm commitment to prioritising a customer-centric approach in all endeavors.
• Previous involvement in software delivery projects and experience in managing multi-client environments.
• Self-motivated and adaptable, with a proven ability to thrive amidst changing circumstances and competing demands.

Job Offer

Enjoy a workplace culture that prioritises respect and inclusivity, celebrating individual differences.

• Newly refurbished campus near Warrington with extensive amenities, including free parking, electric vehicle charging, a gym, and relaxation spaces.
• Competitive annual leave with an optional additional holiday-buy scheme.
• Private medical care, with options to add dependants.
• Access to the Health Care App providing remote GP services 24/7.
• Employee Assistance Programme for additional support.
• Total-earnings Pension Scheme for financial security.
• On-site gym facilities to promote health and wellness.
• Company perk and discount portal for added benefits.
• Complimentary refreshments for your convenience.
• Free on-site parking and electric vehicle charging facilities.
• Regular social events to foster team bonding and camaraderie.

This role will operate on an on-site working model meaning that 5 days a week will be based on-site. Please consider this before applying.

If you are a driven and dedicated professional who is ready to take the next step in your career, we encourage you to apply for the Senior Application Support Analyst position.