IT Application Support Analyst Job Description

• Provide first and second tier support for all applications.
• Ensure quality services are delivered and performed to the agreed SLA’s ensuring expectations are achieved or exceeded.
• Minimise service disruption and the facilitation of service restoration within agreed SLA’s.
• Take ownership of the Incident Management process and act as the final point of technical escalation on clinical application issues, diagnosing root cause through a structured process of investigation.
• To manage the life cycle of problems from problem identification, through root cause analysis, to the completion of associated remediation tasks of problems resulting from incidents in the production.
• Lead Root Cause Analysis activities to successfully identify root causes of problems.
• Proactively identify problem trends and known error conditions and work towards a permanent solution.
• Assist in the training and induction of new staff into the Application support team
• Provide specialist professional advice and support throughout in relation to the support of all clinical and some non-clinical applications.
• Provide specialist professional advice and support throughout in relation to the support of all applications.
• Undertake strategic planning in relation to application system upgrades, new releases and migration to new systems both local and national.
• Develop and maintain Application Support standards and procedures and other documentation as required.