1st Line Support Analyst/Software support

Recruiter
IQ Analytics
Location
East Sussex
Salary
£20900 - £33100 pa
Posted
05 Oct 2017
Closes
02 Nov 2017
Contract Type
Permanent
Hours
Full Time
1st Line Support Analyst/Software support - As a 1st line support / Software Support analyst you will be responsible for supporting the software and systems specifically used by the Business Users within Risk Analytics. This is a mixture of in-house software, third party software, and the internal IT infrastructure. You will handle support requests. This role also covers administrative tasks that enable the Risk Analytics team to perform their daily duties. You will be technically trained under the general supervision of senior integration engineers. You will have a degree of technical independence though guidance is readily available for tasks that are complex, unusual or unexpected. You will provide resolution to issues and problems, communicate effectively with all levels, internally and externally, in order to keep all relevant people informed. Provides support services to internal customers by offering help and assistance, and ensuring system capability is used to resolve business and user needs and requirements. Agile working is an option with a flexible working arrangement, where your hours and work location are managed according to business, customer and personal needs. You will * Manage infrastructure service request approvals such as system patching and downtime by liaising with our production team, * Implement client service best practice in an area of work to suit specific circumstances within the business and to improve the support service provided. * Respond to issues raised by our system monitoring software. * Respond to alerts raised by our data feeds. * Perform housekeeping duties on our software infrastructure. * Raise support requests in response to IT and infrastructure problems that cannot be handled by the Risk Analytics team. * Demonstrates flexibility and mobility to support changing customer needs and new ways of working (including but not limited to Agile development model, LEAN), along with actively supporting new IT tools to enable new working practices. * Ensure that the principles of Conduct Risk and Treating Customers Fairly (TCF) are embedded into your day to day operations to deliver good customer outcomes at all times. Ensure that all business processes and internal controls within your role are designed and performed in a way that delivers good customer outcomes and demonstrates effective management of Conduct Risk. Knowledge and Skills: Proven ability to respond to technical support requests address and use initiative to maintain solutions to technical and business problems Proven experience in a software support role Capacity to estimate, work with line managers to manage own work and keep within plan Skills: Good hands on use of Unix commands / file systems and Unix application installation and repetitive shell scripting for commands Sound documentation and communication skills in a client / customer facing environment Proficient in problem solving with investigative and numeracy skills Interquest Group PLC is acting as an Employment Agency in relation to this vacancy.
This job was originally posted as www.jobsite.co.uk/job/959258486