Reporting to: Service Desk Manager

Main Purpose of the Role

The IT Application Support Engineer (L2) is the second point of contact in any organisation for resolving escalated issues relating to hardware, software, network, and others of computer end users when they raise tickets through emails, instant messages, or phone calls.

They are responsible for ensuring that all escalated incidents and service requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction.

The post holder will provide effective IT assistance in a second-line support capacity across all aspects of the business. The position is responsible for providing complex application and platform support across the wider business services. The position could also require participation in IT-related projects and activities as directed by the IT leadership team.

This role requires the ability to develop effective working relationships with colleagues within and beyond IT, in order to ensure that a consistent, high-quality service is delivered by the Service Desk.

This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

Reporting to the Service Desk Manager who is responsible for developing and implementing the strategy, standards, and procedures within the Service Desk.

The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through email, self-service, and onsite support.

Principal Accountabilities

• Day to day support of the Mail Metrics (Adare SEC) platforms, acting as the escalation point of contact to users and the wider business.
• Provide guidance and training to L1 support staff to improve incident resolution times.
• Ensure Service Desk incidents and requests are resolved or responded to in line with SLAs or are escalated to the appropriate team where SLAs are at risk of breaching.
• Maintain an appropriate level of Service Desk and platform knowledge across applications to meet the day-to-day business demand and requirements.
• Escalate unresolved incidents to L3 support or relevant departments, ensuring accurate documentation of the issue.
• Work positively and communicate professionally across teams to make an effective contribution to team tasks and team spirit.
• Build and maintain strong working relationships with key business users, colleagues, and support bodies to provide a professional customer service approach.
• Proactively communicate with the business to provide updates on outstanding incidents and requests.
• Manage and grow a Knowledge Base.
• Assist in the investigation and resolution of issues relating to applications to assist the team in providing a high level of customer service.
• Guide users through problem solving processes.
• Create and co-ordinate business processes alongside major stakeholders.
• Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service.
• Drive for Results: able to go the ‘extra mile’ to achieve tasks, objectives, and targets.
• Teamwork: able to work together with colleagues to pool skills, ideas, and resources to achieve objectives and resolve problems.
• Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify.
• Planning and Organising: able to work to important deadlines and manage time effectively.

Required Qualifications / Experience / Skills

• Excellent written and verbal communication skills.
• Ability to manage own time effectively and to be prompt and punctual.
• Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving. techniques.
• Excellent organisational skills with the ability to multi-task.
• Drive, self-motivation, and ability to work under own initiative.
• ITIL Foundation qualified (Practitioner desirable).
• Sound knowledge and experience of supporting range of IT applications, platforms, and technologies.
• Experience of working accurately and confidently with service desk tools and technology.
• Ability to analyse incidents/requests and determine either appropriate fix/fulfilment or display requisite levels of ownership awareness to facilitate time reassignment or escalation.
• Ability to communicate processes and procedures clearly and accurately in writing and verbally.
• Business Systems Application Support.
• Basic Programming skills and experience within the technologies below.
• Work closely with the other technology management to create shift left initiative.