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1st Line Support


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Walsall, West Midlands,United Kingdom                            



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Job Description:

As first Line operations support analyst, you will work in the technology function to deliver effective Application Support across multiple platforms to both internal and external clients/suppliers. You will be responsible for monitoring daily processing for Business Operations across various European line of businesses and resolving issues within agreed Service Level Agreements. You will work alongside a fantastic team and report into the Head of IT Operations. Cross-functionally, you will work with the design, testing and development teams. In addition, you will provide out of hours support on a rota basis and assist with Production Change Management and Release Planning. Based in Walsall centre and paying up to £26,000. Key Responsibilities of thi 1st Line Support role (IT)in Walsall Review Application Job Monitors and resolve any issues Schedule manual 1st Line Support workarounds when required to prevent known issues occurring around core processes Determine business impacts and assign relevant Severity to application defects raised by clients in order to agree on timelines for delivering software fixes Advise users on appropriate action/workaround where applicable. Escalate issues to appropriate resource with view to resolving within agreed Service Level Agreements for the Walsall team Work closely with 3rd Level Application Support Analysts to identify/document the resolution Document, track and monitor problems to ensure a timely resolution Advise clients on timelines for delivery of fixes Co-ordinate system downtime with clients and infrastructure teams in order to apply software fixes/server maintenance Pro-actively review new functionality against client business requirements Monitor Production Jobs/Alerts on the 1st Line Support Desk Carry out daily checks on key processes in Production environments including Transaction imports, Billing outputs and Card Production files Manage all Production Changes ensuring stability and appropriate processes are followed Ensure timely notification to all Stakeholders for Production incidents Support Quarterly User Access Review process Contribute to SOX Audit process by gathering sample evidence for Production Changes Support wider IT function in rolling out new tools to end users where appropriate Experience and technical skills required (essential) previous experience working in 1st Line or Application Support role (essential) knowledge of using a call logging system (essential) Practical knowledge of Windows desktop environment (desirable) knowledge of the fuel or payments card sector Person fit Strong communication skills Able to cope with pressure and work to tight deadlines Enjoy analysing and solving problems
Company Info
10 Waterfront Business Park

Phone: 01252 810995
Web Site:

Company Profile