Application Support Analyst

Location: City of London, London Salary: £50000 - £60000 per annum + + Benefits
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Gautam Raval

Application Support Analyst

Skills: Application Support / NetSuite Preferred (Any ERP - SAP / Oracle) / SQL / Office 365 / Retail / POS

Benefits: Holidays/ Pension / 10% Bonus / 50% staff discount

My client based in London are a global leading cosmetic / skincare manufacture who are looking to recruit an Application Support who has previous application support across NetSuite Preferred (Any ERP - SAP / Oracle) / SQL / Office 365 / Retail / POS

to support various types of software programs efficiently and effectively in fulfilling business objectives as well as supervising local ICT Support Resources. This includes troubleshooting both retail and corporate applications and software for all internal customers.

The Applications Support Analyst is responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.


Applications and Interface Support

  • Create and deploy feedback mechanisms for end users. Analyse results, make recommendations for support process improvement, and implement changes.
  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
  • Conduct research into software application products and services in support of development and purchasing efforts.
  • Provide support for the testing of new and existing software applications under development or consideration for purchase.
  • Field incoming incident tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Maintain and enhance performance of all new and existing software and applications across the organization.
  • Identify and learn appropriate software applications used and supported by the organization.
  • Coordinate with department heads to assess departmental application training needs and objectives.
  • Participate in the design, development, and delivery of software applications training programs and individual classes.
  • Post software updates, drivers, knowledge bases, and frequently asked questions resources on Agora to assist in problem resolution.
  • Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
  • Act as an escalation point and provide advice and coaching to more Junior support staff

User Support

  • Deliver friendly, courteous, patient, timely and outstanding service to all staff.
  • Maintain status records of support tasks undertaken via centralised helpdesk system.
  • On occasion be available to accept and action requests made via email or mobile outside of normal business hours.
  • Be available to work flexible hours on occasion as directed by business needs.
  • Assist the ICT Operations Manager and other ICT team members to -
  • Provide Second Level ICT support for all staff at Head Office, retail locations, regional offices and overseas subsidiary locations.
  • Provide Primary ICT Support for all staff at Head Office, retail locations, regional offices and overseas subsidiary locations in a backup capacity.
  • Troubleshoot user issues & problems
  • Coordinate retail support from established external vendors where resources are inadequate.
  • Procure and install systems and equipment for new staff and at new retail locations.
  • Ensure the security and integrity of Head Office and retail ICT systems and data.
  • Maintain building access and security processes for staff
  • Adhere to ICT standards, procedures and governance
  • Monitor and enforce ICT security and access policies within the organisation
  • Facilitate strong communication between Head Office and retail locations establishing relationships with key retail staff.
  • Work on-site at Retail store locations as required.
  • Log in remotely to distributed locations to perform support duties
  • Act as an escalation point and provide advice and coaching to more Junior support staff

Application Support Analyst Essential Skills

  • 5 years Application Support Analyst experience
  • ERP Application - NetSuite preferred - (SAP, Oracle)
  • SQL
  • Office 365
  • BI /Datawarehouse

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview.

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