Applications Support Analyst Level 2

6 days ago

Adelaide Region SA, Australia DXC Technology Full time

As a Level 2 Application Support Analyst, you will be hands-on actively contributing to technical discussions, working on incidents, deploying changes, resolution of problem records, project work and managing competing priorities.

Key responsibilities:

- Troubleshooting high level issues for clients to help solve various technical issues and provide expert advise in accordance with Service Level Agreements.
- Managing incidents within SLAs using ITIL principles
- Executing system changes
- Pro-actively participate in updates to the Incident Quality Register and Applications Support Knowledgebase
- Liaising with customers, vendors and members from internal and external teams to provide seamless end to end support services to the client.
- On-call roster and out-of-hours work required for this position
- Assist with the on-boarding and training of new team members
- Actively participate in the cross-skilling and sharing of knowledge within the team
- 3+ years’ experience in an IT Service Desk or Desktop/Application Support role with broad exposure to incident/change management processes and tools.
- Demonstrable ability to work in a cohesive team environment.
- Excellent time management skills and demonstrated ability to problem-solve and deliver within assigned time constraints
- Ability to multitask with competing priorities to ensure all business objectives are met.
- Working knowledge of current software, security, cloud and legacy infrastructure with security focused mindset.
- Strong written & verbal communication skills & enjoy working with people
- Familiarity with IT security best practices and privacy protection of customer data
- Demonstrated understanding of IT Service Management (including incident, request, problem and change management)
- Certification in information technology disciplines eg. Tertiary certificate/degree in Computer Science (or related fields).

Desirable:

- Relevant foundation level industry-relevant certifications e.g. (ITIL Foundation v3 or v4)

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