Application Analyst

Job description

The Application Analyst role exists to deliver great customer service to users in the business through meeting their IT requirements. The role can cover:

• Service Bar
• Request management
• Desk side Engineering
• Build and Distribution
• Executive customer support
• Event support

Accountabilities

• Answer queries and fulfilling requests via phone, email, in person or via the ticketing system.
• Provide on-site support to executives and other priority customers
• Provide on and off-site support to events
• Resolve technical issues and problems where possible or assign/delegate
• Take ownership of incidents/requests to resolution including all tickets escalated to 3rd party resolving agents
• Undertake repair/replacement
• Oversee ordering, delivery and recharge of non-standard hardware
• Maintain CMDB and stock databases
• Administer access changes
• Support audit compliance through randomised testing

Capabilities

• Customer Service Management
• Good interpersonal and communication skills
• Good customer service and customer liaison skills
• Understanding of work processes e.g request management, incident management
• Execution accuracy and pace
• Basic internal Policy knowledge e.g. Business Protection, Information Security, Audit requirements.
• Basic knowledge of Aviva businesses