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1st Line Application Analyst

Location: Hemel Hempstead (Hybrid)
Contract: Inside IR35
Day rate: Up to £(Apply online only) per day
Duration: 9 months
Start date: ASAP

Do you want a career working in IT for The Times 4th Best Big Company in the UK?

We have a fantastic opportunity for someone with a background dealing with IT support requests to join an existing team in Hemel Hempstead.

As a Application Analyst, you will be responsible for ensuring all phone calls to the Helpdesk are responded in a polite and friendly manner. You will ensure that tickets are created with clear and concise information and assigned to the relevant resolver groups.

The role will require you to be in the office 4 days a week however will reduce to 2 days once you’re up to speed.

General overview of the role and its responsibilities:

• Responsibility for the Major/Critical Incident communication and coordination for all Digital owned critical products and platforms
• Ensuring service affecting incidents are responded to, investigated, and resolved, escalating where necessary
• Communicating effectively with senior stakeholders
• Support responsibility for coordinating low level incidents and requests through the appropriate support channels and resolving where required
• Helping to maintain the operational knowledge required within the Digital Operations function to better support the Digital-owned critical products and platforms
• Work closely with the Desktop 2nd & 3rd line

Required Skills & Experience:

• Previous experience providing support within a Digital oriented organisation
• Excellent verbal and written communication skills
• Able to work autonomously to complete any and all tasks assigned
• Well versed in the coordination and resolution of high priority incidents
• Ability to work well under pressure
• Experience with observability and infrastructure monitoring
• Excellent analytical and troubleshooting skills

Types of tickets handles on a daily basis:

• Application User and Roles administration
• Website journey issues troubleshooting & bug reporting
• Legacy application troubleshooting and escalation
• App journey issues and bug reporting
• Admin tool access request fulfilment
• Internal team app support