Application Support Analyst

City Elite Recruitment are seeking an Application Support Analyst for a Global Trading and Shipping firm based in their London office.

Responsibilities:

• Be part of the front line Application Support team, actively addressing incidents and service request queries.
• Take responsibility for incidents, service requests, and problem tickets designated to the Application Support Team in Service Desk Plus.
• Guarantee timely acknowledgement, updates, and resolution of incidents within the defined SLA, while maintaining active management of problem tickets in accordance with the Problem Management process.
• Escalate incidents when necessary and collaborate with the Head of Application Support to expedite resolution.
• Conducting root cause analysis.
• Offer daily support to system users spanning various departments and locations.
• Offer training to new and existing users.

Requirements:

• Hold a degree in Information Systems, Computing Studies, IT, or a related field.
• Possess at least 3-5 years of experience as an Application Support Analyst or similar role, with an ITIL Foundation Certificate being advantageous.
• Proficiency in utilizing ITSM tools like Service Desk Plus, Service Now (SNOW), or Zendesk.
• Basic understanding of SQL.
• Capability to troubleshoot and address data-related issues.
• Ideally, have experience with operating systems such as Microsoft Office, ERP systems, database management (SQL), and utilization of cloud-based applications.
• Familiarity with the oil & gas or energy industry is desirable.