Application Service Desk Support Analyst (Glasgow City)

Application Service Desk Support Analyst

Location: Glasgow

Contract Type: Permanent

Our financial services client, are looking for an ambitious IT professional to join their team.

Key Responsibilities:

• Manage daily operations of business applications.
• Handle calls and tickets from Outsourcers/users.
• Maintain supplier relationships.
• Support incident management for first-time resolution.
• Prioritize incidents based on urgency.
• Address incidents via phone, email, and MS Teams.
• Own incidents from contact to resolution.
• Conduct trend analysis to reduce incidents.
• Contribute to IT's vision as the firm's Technology partner.
• Perform operational activities including incident calls and capacity monitoring.
• Validate and adjust incident classifications.
• Support incident management framework and problem management processes.
• Ensure optimal use of business applications.

Experience:

• Relevant certifications e.g: CompTIA A+, ITIL Foundation, Microsoft Office Specialist: Associate (Office 365).
• Experience with ITSM tool – Service Now.
• Background in application support, service desk, and/or maintenance teams
• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Proficient in technical systems operation.
• Understanding of technology landscapes, including cloud infrastructures.