IT Support Analyst job in Worcestershire

IT Support Analyst

An IT Support Analyst is required to join a large organisation based in Worcester who have developed an operating model to revolutionise the way IT services are provided to the company. The key concepts of the new model are: transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services and applying focus to supporting company project bids and delivery.

We’re looking for an individual with the ability to build knowledge to enable support of the company’s key finance ERP and associated products. We’re looking for somebody from a finance background who is AAT qualified or higher, who has strong analytical skills with a precise problem solving approach to work.

As part of this IT Support Analyst role you will get involved in the following:

  • Manging incident and request queries in line with defined SLAs
  • Supporting the Product Managers and Specialists with configuration where required
  • Work with Global Services to equip them for 1st and some 2nd level support and to ensure seamless handover of higher levels of support
  • Keep customers informed on status and progress of incidents and requests
  • Proactively recommend Product improvements
  • Ensure fixes are fed back to Global Services and incorporated into their knowledge base to aid first line fix rates
  • Record all incidents within the work management system
  • Achieve team and individual targets (SLAs and KPIs)

If you have proven experience of delivering process efficiencies and improvements, have the ability to build and maintain efficient working relationships and wish to work for a global organisation then please get in touch with Mark Gardiner or submit your CV by clicking apply now.