Applications Support Analyst

Zen Personnel Limited
Greenwich, Greater London
£12.35 - £15.45/hour Hourly rate negotiable
09 Jul 2017
08 Aug 2017
Public Sector
Contract Type
Full Time
Purpose of Job

Greenwich Customer Services and ICT Strategy division is at the heart of the Council’s driver to put the focus of the organisation on to the citizen. It is the key delivery channel for the Council’s strategies on Customer focus, e-enablement of services and value for money.

The purpose of this job is to support the Council’s ICT Strategy, Customer Focus Strategy and Access Strategy. Responsible for the support of Corporate and departmental applications to Council, ensuring the provision to customers of professional, comprehensive, responsive, efficient and effective, high quality services that exceed the requirements of the relevant service level agreements.

Main Duties

1. Under the direction of the Senior Support Engineer, handle incidents and feeding back solutions to incidents that can be implemented at the first point of contact.
2. To deliver a high quality, customer focused service, ensuring that ICT achieves its key objectives and targets in the most cost effective and efficient manner.
3. Support the operation of a number of complex Departmental and / or Corporate Management Systems. These include but are not limited to SQL Administration, SharePoint, Microsoft Dynamics CRM and other systems as allocated.
4. Perform system administration to ensure security and integrity of data and the smooth day to day operation of systems.
5. Write and generate reports from systems using SQL and other reporting tools.
6. To ensure IS systems are secure and robust to maximise system availability to business users across the Group.
7. Maintain an up to date working knowledge / understanding of the Service Areas within the post holders remit.
8. Ensure that inventories of service assets and licences are updated.
9. To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder.
10. To carry out any additional duties not listed above as allocated by the Senior Support Engineer.
11. Ensure all the services within the area(s) of responsibility are provided in accordance with the Council’s commitment to high quality service provision to users.
12. Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.
13. Carry out duties and responsibilities in accordance with the Council’s Health and Safety Policy and relevant legislation.

Essential Requirements

Education and experience
Working towards ITIL Foundation certificate
Experience collating management information that is appropriate, concise and easy to understand.
Ability to structure communication according to purpose.
A proven track record in establishing and developing systems and relationships that support the delivery of an excellent ICT service within a large complex organisation.

A sound understanding of Microsoft technologies which includes AD, Sharepoint, SQL, Dynamics CRM.
Experience in Application support and maintenance.

Customer Service
A commitment to improve the quality of service to the community, through a performance culture, best value and best practice.
Ability to provide clear leadership, empower and motivate employees, encourage the effective use of delegated responsibilities and gain ownership for a clear vision and direction in Customer Services.

Strategic Planning
Ability to plan strategically, prioritise and organise resources in order to deliver services to achieve corporate and service objectives.

Written & Oral Communications
Ability to consult and communicate clearly and effectively (orally and in writing) and develop positive relationships that generate collaborative working, confidence and respect; internally – with Council Members, management, working groups, staff groups, trade unions etc and externally – with the local community, government, professional and partner

Innovation & Creativity
Ability to reconcile the balance between customer needs and cost effective service delivery, develop practical and creative solutions to the strategic management of the ICT technical platform and ensure that ICT services are provided in accordance with political priorities.

Equal Opportunities
Ability to ensure equal access to and treatment in employment and services, develop and implement perceptive and innovative approaches to positive action, develop policies and practices to combat unlawful discrimination.

An understanding of departmental application, scripting and other common programming languages

Achievement & Drive
Willingness and ability to work flexible hours to meet the service requirements.
Ability to promote and maintain high standards of professionalism, integrity and probity through personal conduct, use of appropriate procedures and compliance with standards.

Performance Management
Understanding of Performance Management, able to define objectives for self and others that are specific, measurable, achievable and timely