Advanced User Support Analyst

• Monitor, maintain and upgrade applications on the servers.
• Create reports on License usage based on logs generated by Application setup. Configure and support 3-tier architecture-based applications.
• Aim for 100% customer satisfaction and client-focused delivery.
• Manage application-related incidents and requests according to defined SLAs and ensure 100% adherence to the incident and request best practice guidelines.
• Ensure new first and second-line fixes are documented, fed back and incorporated into the Knowledgebase to increase L1 fix rates.
• Actively support the removal of single points of failure and drive automated and Level 0/ self-service support processes.
• Provide knowledge transfer and training to the Global Service Desk.
• Liaise with software vendors where required to provide triage support for user incidents.
• Coordinate responses to high-priority incidents, escalations and support of the significant incident process where required.

Experience:

Essential:

• Good knowledge of Windows server 2016/2019.
• Good understanding of powershell and ability to use it for automation.
• Expertise in resolving application network licensing and standalone license configurations.
• ITIL v4 Foundation and knowledge of ITIL Service Operation.
• At least two years of hands-on experience in ITIL Service.
• Management principles and processes.
• Exceptional timekeeping and time management.
• Excellent customer service skills, strong business focus and stakeholder engagement skills.
• Solid written and verbal communications skills, including report writing and technical documentation.
• Solid technical knowledge of enterprise IT environments.
• Ability to build positive, cooperative relationships and communicate at all levels with other groups and departments.
• Knowledge of IS work management systems, ideally ServiceNow.

Good to have:

• Experience working in a multicultural and international environment.
• Experience working on SQL servers, need to know advanced SQL querying.
• Knowledge on Application logs and crash log analysis.

Competencies:

Role-specific:

• Excellent telephone manner.
• Ability to work unsupervised and as part of a team, and to assess and prioritise work.
• Good organisational knowledge, attention to detail and listening skills.
• Reliable, flexible, adaptable and innovative approach.
• Able to remain calm under pressure.

Behavioural:

• Proven experience of in delivering process efficiencies and improvements.
• Clear and fluent English (both verbal and written).
• Ability to build and maintain efficient working relationships with remote teams.
• Demonstrate ability to take ownership of and accountability for relevant products and services.
• Ability to plan, prioritise and complete your own work, whilst remaining a team player.
• Willingness to engage with and work in other technologies.

Skills Required
Incident Management, Itil, Windows Server, Customer Service, Powershell