Job Title: Application Maintenance Specialist

Job Purpose:
To provide an effective and professional service to customers 24 x 7 x 365 days of the year managing applications throughout their lifecycle. Responding to and resolving incidents effectively and
quickly while assisting users to make more effective use of desk top systems, products and services and adhering to ITIL lifecycle incident and problem management processes.
Principle Accountabilities:

Attainments, Skills and Qualifications:

To restore service to normal working conditions as quickly as possible.

Support documentation - recording all incidents and queries.
Communication - escalation of incident to appropriate people when necessary.
Support make initial assessment to help customers.
Classification using tools and experience to escalate similar incidents to the appropriate people.
Investigate and diagnose the incident. If incident is recognised to be a problem assign to the development team where more in
depth investigation will be undertaken.
Resolution restoration of services and recording of all incident control actions.
Closure formally closing the incident by reviewing and categorising it and agreeing sign off by the customer.
Monitoring and tracking Tracking the progress of the incident and keeping the customer informed of progress.
Responding within agreed SLAs to all queries and incidents.
Achieve a consistent quality of service i.e. hitting targets set.
Provide routine advice to customers on the system, products and services.
Accurate recording of information into the incident logging system, including all information received from the customer and the
actions taken.
Confirm transfer of ownership of queries and incidents when escalated to other members of the team.
Responsible for ensuring that the advice or information given to the customer is accurate and up-to-date as possible.
Sharing of information within the team on particular incidents and queries. i.e. KEDB
Maintain own knowledge of products and services i.e. Support Wiki
Provides cover for other team members when necessary.
Review customer call statistics regularly.
Inform of any trends (e.g. user queries) that may be identified.
Identify ways that internal procedures/ systems could be improved to provide a better service
Produce data extracts and reporting.
Will require flexibility to provide support coverage from 7.30am 6pm (M-F).
Willing to join an OOH application support rota.
Take ownership and responsibility for allocated incidents.

Essential Competencies:

Communication

Customer Services

Process mapping/understanding data

interaction

Desirable Competencies:

ITIL

Assessment Process:

Judges when it is necessary to escalate

customer queries and incidents to more senior
members of the team for resolution.
Decides the most appropriate course of action to
resolve incidents.
A level standard education or equivalent
(degree level education or equivalent preferred).
Using own initiative to solve problems & assisting
other team members in the implementation of
such resolutions for similar issues.
An ability to take responsibility for personal
workloads & training, as well as excellent
communication skills.
Experience with any of the following technologies
and the support of applications utilising them,
would be advantage: Oracle, UNIX/Linux, SQL
Server, Sybase, MySQL, Scripting languages
(e.g. WinXP shell script, Java Script, Pearl, UNIX
shell script) or LANDesk.
Well developed interpersonal and communication
skills
Well developed numerical and verbal reasoning
and literacy skills
Analytical approach to diagnosing and solving
problems, good attention to detail and quality of
output.
Good organising and administrative skills.
Self-motivated with a flexible approach and a
sense of teamwork.
Ability to communicate with customers with a
wide variety of IT experience.
A general understanding of programming
concepts.
Grade:
TBC

Challenging the need for a

process/requirement to improve the
outcome
Testing
Execution/Implementation
Problem solving
Patience & understanding.

Reports to:
Application Maintenance Manager