Key Responsibilities
- Taking the day-to-day support responsibility for both in-house and third-party applications using a service desk.
- Configure, maintain, update and support these applications.
- Act as an immediate source of reference and support for both the end users and the platform developers, sharing knowledge and promoting collaboration where possible.
- Author and maintain application, process and user documentation, enabling knowledge sharing amongst the Technology team and the wider business. Assist in conducting training sessions to develop the skills of team members and help colleagues fully benefit from the applications they use. Support a team of Super Users of the applications in supporting business users.
- Managing requests and issues assigned to the ticket queue, ensuring major incidents are prioritised.
- Identifying and recording underlying problems from recurring incidents and major incidents.
- Managing customer expectations by providing updates for resolution of problems or delivery of requirements.
Qualifications
- Ideally, you’ll have:
- A good level of software & application support experience using service ticket applications e.g. JIRA, ServiceNow, FreshDesk.
- A good understanding of how applications are promoted from development into production and the key risk points impacting an application
- Some experience of programming languages (e.g. PHP, JavaScript, Python) as well as writing database queries would be an advantage but not essential
- Knowledge/experience of Agile frameworks also a plus.
Ideal Candidate
- A generalist with experience supporting across a wide range of web-based platforms. Possibly a junior web manager looking to expand their skillset.
