Graduate/ Junior Application Support Analyst
White Larke Group
Toronto, Canada
6d ago

Summary : Provide 1st line support for all internal and external incidents and service requests, allocating and prioritising through the incident management and request fulfilment processes.

Description of the role

  • Our Application Support Analyst’s day to day looks like;
  • Working on Incident Classification and Prioritisation.
  • Providing our clients with; Incident / Major Incident Management, Request fulfilment and Support.
  • Working to ensure services are managed within client SLA’s.
  • Assisting in creating and interpreting Service Level Reports and supporting documentation Monthly Service Reports against operational SLAs.
  • Working closely with our infrastructure, support and project teams to analyse client requirements.
  • Assisting with the production of periodic service reports and other ad-hoc reporting.
  • Searching the internal knowledgebase system for work arounds.
  • Owning production issues / incidents monitoring every step of the process to ensure resolution within the agreed upon customer SLA.
  • Assisting with testing of incident solution delivery.
  • Ensuring active system monitoring and incident prevention.
  • Working closely with key stakeholders within our organisation and our clients.
  • Taking ownership as the main SME between the customer and the internal service teams.
  • Understanding client needs and improve client satisfaction with transparency and effective communication.
  • Requirements of the role

  • The Purpose of the application support analyst is to be a customer advocate, so we look for the following traits when hiring;
  • Good Communicator
  • Analytical Thinker
  • Good at building Relationships
  • Compassionate
  • The following experience would be an advantage;
  • If you have previous experience working on a Service Desk or Technical Call Centre will be an advantage.
  • Working knowledge of business analysis processes.
  • Previous experience working with ticketing systems.
  • Experience of investigating and reporting business systems issues.
  • Ability to take ownership and be responsible for timely reporting and monitoring resolutions of incidents.
  • Ability to document use cases, flow charts, and functional diagrams.
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