It Technical Support Analyst

About the job IT Technical Support AnalystDuties and responsibilities:1st Line IT support for Application SupportIncident management for Application Support (SMAX)Logging and tracking of incidents, changes and requestsReceiving incoming queries from multiple sources, assigning and tracking queriesProactively monitor and manage SLA and OLA on all incidentsEnsure that business incidents and requests are resolved within the SLA / OLA timeframesManage 3rd line escalations (Demand and vendor escalations)Manage business escalations to Application SupportIdentification and escalation of re-occurring problems and incidentsCall journey management of high priority callsEnsure that all incidents and service requests are assigned to the appropriate teams Application SupportInternal reporting for Application SupportDrive operational issues and escalated issues through to resolutionDrawing up performance reports by request.Provide a high quality and standard of Application Support to the businessAssist with On-The-Job boarding for all new Support staffMaintain shifts and standby schedulingDay-To-Day operational status reporting of the production systemsManage contractors HR, housekeeping, and Payroll submissions to the individual contracting houses.Support management with miscellaneous administrative dutiesQualifications and experience:Bachelors degree in IT, Computer Science or a related field requiredCloud computingOracle, SQL ServerWeb MethodsWeb ServicesAutomation / Scheduling tools / frameworks
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