LEAD APPLICATION SUPPORT - LOCAL COUNCIL - SOUTHEND-ON-SEA

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A leading local council current requires a lead Application Support Analyst for a permanent position based in Southend-On-Sea, paying between £25,801 to £30,507 per annum, dependant on experience.Responsibilities Coach and mentor the more junior Application Support Analysts around work practices, ownership and communicationCultivate relationships with Operational Service Leads, IT Business Partners and Product teams to develop deep understanding of our products, and how our staff and customers use themPro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures within agreed contractual services levels whilst providing the highest level of customer servicePro-actively drive the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the Council derives maximum value from servicesDeal with complex complaints and use empathy to satisfy customer demandsInvestigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). Contribute to the implementation of remedies and preventative measuresProvide analytics and reporting of application supportIdentify and engage with users or stakeholders to collate user needs, evidence and understand and define research which fits user needs. Use quantitative and qualitative data about users to turn user focus into outcomesExperience RequiredExperience coordinatingmanaging Application Support type workloads (e.g. Service Desk, ApplicationL2 Support, Customer Services)Effective team coordinating/lead/management, including mentoring and organisationAbility to build effective relationships with customers, matrix teams, suppliers, partners etc.Genuine passion for Application Support and how it can bring value to businesses/customersExperience supporting Line of Business ApplicationsStrong analytical and problems solving skillsAbility to translate issues reported by customers with a low level of digital literacy into a coherent IT support callAbility to liaise effectively with external customersAbility to translate technical jargon into easy to understand and clear termsMust work well in a team environment.Good communication skills; can communicate effectively with technical and non-technical stakeholders at different levelsHigh attention to detailExperience in customer serviceGood understanding of ITIL frameworkExperience of working from and contributing to established procedure notesAn understanding of Internet technologies, including APIs, and how they are usedPlease do apply using your most up to date CV in the first instance. If you do not hear back on your application, unfortunately you have been unsuccessful on this occasion.