Role Summary
We'relooking for a proactive and technically skilled Application Support Analyst to join our IT teambased in our London office. In this vital role, you will providefirst: and second:linesupport for theClarksons' Digitalkey applications and systems, ensuring high:quality service delivery to our users.
If you're a motivated IT professional with a strong User:service ethos and a passion for solving problems, we'd love to hear from you. This is an excellent opportunity to contribute to the development, maintenance, and enhancement of business:critical systems that support our internal stakeholders. This is a varied and rewarding position that offers the chance to play a crucial role in modernising and supporting digital services across the Clarksons' brokerage.
Key Responsibilities
Product Success and Training
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:Provide clear, professional, and empathetic support for Userscontacting the SupportDesk.
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:Regularlymonitorand reviewUserfeedback and ticket trends to improveUserexperience.
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:Support process improvements to improveuserexperience.
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:Conduct user onboardingandtraining
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:Create the internal knowledge base by documenting user guides, FAQs, resolutions, best practices, and troubleshooting guides.
Support and Issue Resolution
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:Providefirst and secondlevel support, handling queriesraised by users
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:Provide remote and on:site support for users and systems
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:Investigate, categorise, and diagnoseuserissues, ensuring efficient andaccurateresolution.
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:Act as a bridge between first:line support and technical/operational teams, escalating complex issues where necessary.
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:Manage and trackUsercases and incidents, ensuring they are resolved efficiently within agreed SLAs.
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:Maintain detailed records of investigations and resolutions for reporting and analysis.
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:Participation in problem management and major incident management, asrequired.
:Conduct audits on accounts/AD groups, including cleaning up leavers and users withrevoked access.
:Support system outages by raising issues, performing high:level analysis, and keepingstakeholders informed.
:Offer testing for initiatives such as black building and DR scenarios.
:Implement a status page solution for incident updates.
Collaboration and Stakeholder Engagement
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:Work closely with cross:functional teams to ensure effective resolution of cases and incidents.
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:Liaise with external managed service providers to support issue resolution and continuous improvement.
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:Provide clear and concise communication tousersregardingissue status and expected resolutions.
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:Conduct regular training sessions for the support team to keep them updated on new features and best practices.
Process Improvement
:Identifyopportunities to improve workflows, efficiency andUserexperience in handling issues and queries.
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:Standardise communication on release/maintenance across products.
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:Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents.
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:Generate reports and insights on recurring issues, trends, and areas for improvement.
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:Continuouslyidentifyand analyse potential issues and emerging trends mitigating risks proactively.
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:Maintainthe internal knowledge base by documentingFAQs, user guides,resolutions, best practices, and troubleshooting guides.
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:Creation of common practices and participation in knowledge:sharing forums and communities acrossClarksons
Skills and Experience
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:ExceptionalUserfacing skills with effective listening and communication (written and verbal) skills wit