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System Support Analyst (O911099)

Douglas, Isle of Man

IT & Telecomms

Salary DOE plus benefits package

Full time / Permanent

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Job description

Overview

Our Douglas-based Financial Services Client is enjoying tremendous growth and have ahead of them an exciting transformation programme. To support them through this, they require a System Support Analyst to play a key role in the provision of Application Support for internal & external customers & perform batch operations on the core applications.

Role Profile

  • Provide 1st line support on all tickets raised through the Customer Service Desk, ensuring that tickets are responded to in a timely manner, the information recorded within the ticket is of good quality, where this is not the case, the System Support Analyst will liaise with the relevant customer to improve, tickets are allocated/escalated to the correct IS team where necessary and acomplete history is maintained within the ticket
  • Create, own and maintain documented procedures to aid System Support Team functions/responsibilities.
  • Create, own and maintain knowledge base / 'how-to' articles for the Customer knowledge base repository
  • Meet agreed service levels
  • Takes responsibility and ownership to achieve resolution
  • Prioritises and diagnoses incidents according to agreed procedures
  • Investigates causes of incidents and seeks resolution
  • Escalates unresolved incidents
  • Facilitates recovery, following resolution of incidents
  • Documents and closes resolved incidents according to agreed procedures
  • Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
  • Ensures that such problems are fully documented within the relevant reporting system(s)
  • Proactively documents new and existing knowledge to aid others
  • Demonstrates a willingness to share knowledge/information with others to succeed
  • Work towards achieving foundation certificate in ITIL Service Management

Person Profile

  • Minimum of 1 years' experience of working within an IT customer services environment
  • Attention to detail demonstrated by applying appropriate quality standards to all tasks undertaken and ensuring that nothing is overlooked
  • Excellent communication skills
  • Flexible and can take account of new information, changed circumstances and/or business requirements, and modifies response to a problem or situation accordingly
  • Displays a 'can-do' attitude
  • Excellent problem solving skills
  • Demonstrate a positive motivated attitude
  • Self-sufficient - requires the minimum of supervision
  • Teamwork in order to work collaboratively (rather than competitively) with others to achieve a common goal
  • Understands the role of a System Support Team within an internal financial organisation
  • Commits to exceeding expectations and needs to internal/external customers. Possesses a "customer first" mind set
  • Customer focussed by understanding the needs of the internal or external customer, and regularly checking with the customer when taking actions or making decisions
  • People Interaction skills that enable the establishment of relationships and contacts with people from a variety of backgrounds and disciplines
  • In-depth knowledge of Microsoft Office Applications (i.e. Word, Outlook, Excel and PowerPoint)
  • Analytical Thinking: Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts
  • Good problem solving skills in order to resolve incidents quickly and effectively

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