Job Ref: 214673135

Date: 2021-09-16 10:13:22

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Our client is looking to recruit a 2nd/3rd Line Support to join their Service Delivery Team, acting as the front line and face of technology, interacting and supporting colleagues and staff on a daily basis in a fast-paced business.

Your responsibilities will include IT technical support with a focus on application support requests. As a small, yet busy, service desk you will also be expected to bring exciting ideas to the table in ways to improve efficiency by reducing manual work and repetitive processes by means of automation.

You must have a previous technical support background and enjoy working in a fast-paced environment, with a desire to learn and grow as a professional. With exposure to both system administration and application support elements, this role is very diverse and offers fantastic opportunity for new experience and follow-on progression.

Duties of the role will include:

• Investigating/resolving used raised requests, ranging from hardware to bespoke software support
• Responding to monitoring alerts and incident responses
• Producing documentation and knowledge sharing with the team (Change and Incident Management)

Essential Experience:

• Jira or similar Service Support tools (to include SLA management)
• Managing/supporting end user desktops (Windows 10)
• Managing Microsoft Office 365 application suite
• Supporting bespoke applications
• Working within an ITIL framework
• Problem management and task breakdown skills

Desirable Experience:

• Troubleshooting/supporting Microsoft Dynamics 365 CRM Application
• Azure Cloud services
• Supporting any trading application platforms (or similar)
• Investigating application-related systems and user requests and resolving or
co-ordinating the resolution of issues
• Working with third party vendors on issues requiring deeper investigation,
co-ordinating resolution and providing feedback to users
• Previous similar role experience and within a financially regulated business
• Previous service improvement and process analysis experience
• Ability to prioritise proactively and escalate as necessary
• Ability to perform well under pressure in a fast-paced environment
• Confidence with engaging with stakeholders across the business
• Excellent communication skills when talking to both a business and a technological audience

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