Senior Service Desk Analyst - London, United Kingdom - Burman Recruitment

Description

Position - Senior Technical Support Analyst
Working Setup - Hybrid
Burman Recruitment are working with a large housing association based in London seeking a Senior Technical Support Analyst to join their IT Team

Third-Line Application Support:
Providing senior-level third-line support for users across various business applications utilised by the organisation.

Assessing change requests assigned to the Software Support Team and collaborating with system owners to ensure clear understanding of requirements.

Relationship Management:

Managing the day-to-day relationship with business owners and technical support teams of software suppliers for applications under your purview.

Service Desk Oversight:
Proactively monitoring and managing Service Desk ticket queues for the team, ensuring adherence to SLAs (Service Level Agreements).

Project Leadership:
Leading IT projects and application upgrades within your scope of responsibility.
Supporting the transition of bespoke developments and commercial software applications into operational support.

Ensuring the Software Support Team has the necessary technical and user documentation, as well as knowledge from internal developers or vendors for efficient management.

Application Support and

Development Background:
Previous experience in application support and development, with a preference for knowledge of housing systems.

Project Management:
Capable of managing small projects and implementing service improvements through process mapping and analysis to enhance customer satisfaction.
Solid knowledge of SQL and data analysis. Able to work independently within a housing environment.

Team Collaboration:
Willingness to share expertise with the software team and provide support and guidance to other Technical Support Analysts.
If you possess these qualities and are eager to contribute to a dynamic and collaborative team environment, we encourage you to apply for this role
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