Application Support Analyst

Due to continued growth, Crest Nicholson are currently recruiting for an Application Support Analyst to join their team. The purpose of this role is to provide IT and application support, relating to incidents, requests and queries raised via the IT Service Desk by users of Crest Nicholson. You will be encouraged to develop a good working knowledge of one or more business systems and become knowledgeable across all systems for the IT department when corresponding with the business. A key part of your role will be to provide desktop support to users in divisional offices, site and sales offices and provide support for all business applications.

• Acquire a good understanding of a wide range of Crest’s core business systems in the context of business function, systems architecture, user base, and common problems.
• Provide support and guidance to users relating to the day-to-day use of business systems.
• Conduct all work in accordance with the Service Level Agreements, provide updates proactively and reactively on calls logged in the IT Service Management (ITSM) system.
• Review and triage all calls allocated in the ITSM to all Crest resolvers, solving as many as possible with First Time Fix, allocation of remainder to appropriate Crest resolvers.
• Help and maintain documentation of processes, procedures and resolutions to continuously improve performance and service.
• Carry out routine systems administration tasks as required. Liaise with external suppliers who have been contracted to provide technical and/or application support.
• Manage the escalation of support to your line manager or an external supplier when appropriate.
• Manage change effectively in accordance with existing Change and Enhancement Management procedures.
• Managing incidents and requests in ITSM.
• Planning and supporting other IT tasks as and when required. Any other duties deemed appropriate.

• Should be proficient with the SaaS CLICKUP product, able to setup, update and maintain multiple spaces and workspaces. Providing help and guidance to the end-users as and when required.
• Should exhibit a balanced mix of hard and soft IT skills.
• Must be able to work both as an individual and as part of a team.
• Must be capable of defining a problem and applying a problem-solving methodology to prevent repeat occurrences of issues.
• Must be able to prioritise tasks and work under pressure, whilst adhering to SLAs. Must demonstrate good communication skills (verbal and written).
• Strong attention to detail. A self-starter that can demonstrate initiative and be highly motivated.
• Continuous commitment to service improvement and customer satisfaction.
• Flexible attitude to working hours as the role may be required to provide out of hours support on an ad-hoc basis.
• Patience and resilience.
• Pro-active.
• Eager to learn.
• Happy to travel - Some travel to other sites may be required as part of training.

Crest Nicholson is a leading developer of quality homes and thriving, sustainable communities. We create great places for our customers to live, selecting desirable locations for our developments and taking a holistic approach to the design of our homes and their surroundings. Attractive placemaking helps us deliver appealing and well-connected communities where people and nature can thrive.

• Competitive Salary
• Company Bonus Scheme
• Private pension
• 25 days' annual leave
• Cycle to work scheme
• Share save scheme
• Gym membership discounts

We are an inclusive employer; the Company will consider flexible working requests for all roles. We seek to be an ethical and progressive employer which encourages a culture of openness, creativity and continuous professional development and which rewards the effectiveness and loyalty of our employees as an equal opportunities employer.