Application Service Desk Support Analyst
Location: Glasgow
Contract Type: Permanent
Our financial services client, are looking for an ambitious IT professional to join their team.
Key Responsibilities:
* Manage daily operations of business applications.
* Handle calls and tickets from Outsourcers/users.
* Maintain supplier relationships.
* Support incident management for first-time resolution.
* Prioritize incidents based on urgency.
* Address incidents via phone, email, and MS Teams.
* Own incidents from contact to resolution.
* Conduct trend analysis to reduce incidents.
* Contribute to IT's vision as the firm's Technology partner.
* Perform operational activities including incident calls and capacity monitoring.
* Validate and adjust incident classifications.
* Support incident management framework and problem management processes.
* Ensure optimal use of business applications.
Experience:
* Relevant certifications e.g: CompTIA A+, ITIL Foundation, Microsoft Office Specialist: Associate (Office 365).
* Experience with ITSM tool - Service Now.
* Background in application support, service desk, and/or maintenance teams
* Excellent customer service and communication skills.
* Strong analytical and problem-solving abilities.
* Proficient in technical systems operation.
* Understanding of technology landscapes, including cloud infrastructures.