Job Description

We have an exciting Application Support opportunity for our one of our government clients as a Head of Application Support.

The Digital & Technology Support team is part of D&T`s Technology directorate. It is a team made up of four functions: Specialist, Application, Onsite and Remote.

The team provides technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer centric focus allows the business to run efficiently and project delivery to happen seamlessly.

Key Responsibilities:
In this Application Support Analyst role, you will be working within an existing team of application support analysts - supporting the National Probation Service users.

The purpose of this role is to provide application support for the main case management applications (nDelius & OASys) as well as other specific systems the NPS users

The team provides support either by telephone or by email and receives their work through our ServiceDesk tooling - ServiceNow. We look to resolve these tickets in a quick, structured manner and identify any common issues that we must feedback to suppliers.

The Application Support Analyst will be responsible for the following:

? Respond to incoming support queries via a ticket managing application, ServiceNow;
? Monitor relevant Service Desk Tooling Resolver Groups, Slack channels and NPS ICT Functional mailboxes for incoming Incidents & Requests and progress in a timely & effective manner;
? Ensure clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved
? Provide software account administration for NPS users as requests come in;
? Take ownership of issues and focus on providing the right solution and keeping users/third party suppliers up to date with progress;
? Manage local knowledge of the NPS user base and respond to the business IT support needs;
? Deliver excellent customer service to all users needing help and support from the Application Support team;
? Liaise with colleagues and re-direct complex tickets to the appropriate team with specialist skills, whilst maintaining communications and regular updates to users;
? Ensure proper recording, documentation and closure of incident tickets as you grow your knowledge of IT procedures, products, and services;
? Create and maintain standard documentation on problem resolution and fixes;
? Follow the team`s processes using knowledge articles & work instructions;
? Continuously improve and iteratively refine the documented Work Instructions (knowledge articles) via normal day-2-day use, so they reflect the latest developments in the digital and technology estate;
? Contribute to the maintenance of Technical 2LS work instructions;
? Meet your performance and quality objectives to ensure that the success of the overall team key performance indicators, targets and quality controls measures are met;
? To comply with health and safety standards, the post holder will be required to perform cable management on workspaces across the estate, this will involve accessing the underside of desks

If this sounds like an exciting challenge and you want to join our team please read on and apply!
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Person Specification
Essential:
? An understanding of good Customer Services, being able to provide timely and clear guidance and instruction to a large and varied user base;
? Be a compassionate, empathetic and detail-oriented person who demonstrates strong written and oral communication;
? Ability to display problem solving skills and apply knowledge learnt to incidents and issues as and when they arise;
? Being a team player with the ability to work independently, be a self-starter and own customer issues through to resolution;
? Experience with handling prioritisation on time sensitive problems and escalations within corporate environments;
? Detailed understanding and a working know