IS 2nd Line Support Analyst
An established social housing organisation in Newcastle are looking for a 2nd line support person to join there team
Salary: up to £34 ,000
Skills wanted:
· Experience of supporting IS services using ITIL best prace.
· A good understanding of ITIL and its links with other best practice methodologies and frameworks (PRINCE2, MSP).Must hold an ITIL V3 foundation certificate
· Significant experience of providing 2nd line application support for >5000 users of an application portfolio containing circa 200 applications.
The Role:
· Provide 2nd line application support for all business line applications including but not limited to; finance applications, housing applications, HR applications, CRM applications, and SharePoint.
· Perform 2nd line application support activities within agreed timescales and in accordance with agreed policies and procedures.
· Fulfil application service requests escalated by the 1st line support team according to defined procedures and within agreed timescales.
· Provide 2nd line investigation, diagnosis and resolution for all application incidents escalated by the 1st line support team.
· Review incident data in order to perform proactive and reactive problem management including the identification, analysis and assessment of application problems.
· Investigate assigned application problems through to resolution or identification of root cause.
· Monitor progress on the resolution of known errors and advise 1st line support staff and other stakeholders on the best available workaround for incidents.
· Escalate incidents and problems that cannot be resolved according to defined escalation procedures and within agreed timescales.
· Deputise for IS service desk colleagues during busy periods and staff shortages or as directed by IS management.
· Work with the IS 2nd line support team leader to identify and scrutinise improvements to IS applications and associated support activities in order to achieve improved service at reduced costs while maintaining stability.
If you think this is the right role for you please attach a CV to mike.gittins@harveynash.com![]()
An established social housing organisation in Newcastle are looking for a 2nd line support person to join there team
Salary: up to £34 ,000
Skills wanted:
· Experience of supporting IS services using ITIL best prace.
· A good understanding of ITIL and its links with other best practice methodologies and frameworks (PRINCE2, MSP).Must hold an ITIL V3 foundation certificate
· Significant experience of providing 2nd line application support for >5000 users of an application portfolio containing circa 200 applications.
The Role:
· Provide 2nd line application support for all business line applications including but not limited to; finance applications, housing applications, HR applications, CRM applications, and SharePoint.
· Perform 2nd line application support activities within agreed timescales and in accordance with agreed policies and procedures.
· Fulfil application service requests escalated by the 1st line support team according to defined procedures and within agreed timescales.
· Provide 2nd line investigation, diagnosis and resolution for all application incidents escalated by the 1st line support team.
· Review incident data in order to perform proactive and reactive problem management including the identification, analysis and assessment of application problems.
· Investigate assigned application problems through to resolution or identification of root cause.
· Monitor progress on the resolution of known errors and advise 1st line support staff and other stakeholders on the best available workaround for incidents.
· Escalate incidents and problems that cannot be resolved according to defined escalation procedures and within agreed timescales.
· Deputise for IS service desk colleagues during busy periods and staff shortages or as directed by IS management.
· Work with the IS 2nd line support team leader to identify and scrutinise improvements to IS applications and associated support activities in order to achieve improved service at reduced costs while maintaining stability.
If you think this is the right role for you please attach a CV to mike.gittins@harveynash.com