About this role

Provide clear, professional, and empathetic support for Users contacting the Support Desk.
Regularly monitor and review User feedback and ticket trends to improve User experience.
Support process improvements to improve user experience.
Conduct user onboarding and training.
Provide first and second level support, handling queries raised by users.
Investigate, categorise, and diagnose user issues, ensuring efficient and accurate resolution.
Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary.
Manage and track User cases and incidents, ensuring they are resolved efficiently within agreed SLAs.
Conduct audits on accounts/AD groups.
Work closely with cross-functional teams to ensure effective resolution of cases and incidents.

Exceptional User facing skills with effective listening and communication (written and verbal)
Excellent problem-solving and analytical skills
Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms
IT Service Management experience across incident management, problem management and change management
Ability to document triage procedures and best practices to enhance support efficiency
ITIL V 3 or Above

Application Support Analyst

Key skills