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2nd Line Application Support Specialist

Lloyd Recruitment Epsom
Epsom, UK
Closing date
18 Jan 2021

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Technology & New Media
Contract Type
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Job Details

Lloyd Recruitment Services have an opportunity for a 2nd Line Application Support Specialist to work in the local area.

This position would suit an experienced 2nd line support individual where you will working as part of a team specialising in the development, configuration and quality assurance on changes, projects and services, whilst seeking opportunities to continuously improve controls and processes.


* Undertake 1st - 2nd line support for applications and services ensuring that both internal and external customers are afforded a high quality of service

* Work to an operational rota for the Application Support Team, providing support of services during operational support hours and out of hours cover when required

* Manage calls and outcomes against agreed service levels, ensuring SLA targets are met

* Actively participate in the resolution of major incidents, post-incident reviews and change implementation reviews

* Engage in service improvements, making recommendations to improve stability, functionality, and customer satisfaction

* Build and maintain effective relationships with colleagues, customers, and suppliers

* Provide advice, guidance and estimates to the Solution Design process as required to ensure proposed solutions are operationally supportable

* Configure and maintain systems including managing system accounts, roles, parameters and interfaces in compliance with prevailing regulations

* Undertake maintenance and enhancement activities to support business needs

* Support change with impact assessment, business and system knowledge, design, configuration and service transition of new services or changes to existing services

* Create, maintain, and share appropriate knowledge and documentation across the team and department to reduce single points of failure and enhance service levels

* Develop and maintain a thorough understanding of the business (our customers), their key processes, requirements, and drivers for change, including products, services, sales channels, internal business processes and IT systems and infrastructure

* Represent IT in a professional manner in all forms of contact with both internal customers and external parties

Essential experience required:

* Experience in an IT service operations role providing direct technical support to systems and applications users

* Ability to analyse and troubleshoot incidents

* Proven track record of driving incidents and requests through to resolution

* Takes ownership

* An aptitude for technical concepts and ability to understand complex systems

* Ability to develop systems knowledge to become a subject matter expert

* Good communication and liaison skills

* Experience of managing vendors' tickets to resolution within SLA

* Experience working in a fast-paced environment managing concurrent tickets across multiple services and interfaces

* Technical skills to enable information gathering and analysis e.g. SQL, Operating System knowledge, data movement and web interfaces

NB: Due to the high volume of applications, Lloyd Recruitment Services can only contact shortlisted candidates
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