Application and Site Support Analyst

Function:
Group Support Centre
Location:
East Midlands
Hours Per Week:
37.5
Vacancy Type:
Permanent
16 Dec 2021
What you'll be doing?
Supporting the business and our divisional offices, our Head Office functions cover all departments from our Executive Board through to our support functions such as Group Design and Technical, HR, Health and Safety, IT, Sales and Marketing, Commercial, Procurement, Group Finance, Corporate Affairs, as well as Legal and Company Secretariat. We also have a specialised function – Barratt Partnerships.
 
While the work varies from team to team, our key requirements don’t: you must be well organised, extremely helpful and resourceful, and able to use your initiative. You’ll understand that what you do is important, and impacts on your team, the department, and the wider business.
 
This role will be responsible for the support and maintenance of IT systems, applications and the deployment and connectivity of IT services to all sales and construction sites. This also includes the management and support of 3000+ mobile/tablet devices, ensuring devices are being utilised and correctly managed.
 
You will be expected to:
  • Ensure all services are stable and performing to the agreed service levels in order for the business and users to continue operating effectively on a day to day basis.
  • Ensure sites are connected and have access to IT systems.
  • Assist 3rd party suppliers in connecting and testing site connectivity using broadband and mobile data technologies.
  • Ensure comprehensive morning and daily checks are completed and escalated where necessary to alleviate service impacting problems.
  • Ensure requisitions into the team are processed within SLA.
  • Effectively and accurately communicate relevant information to the customer and 3rd parties as required.
  • Liaise with external suppliers to ensure OLA/SLA’s are met.
  • Handle customer escalations and assist in escalating to 3rd parties.
  • Help manage and administer our mobile device estate (mobile phones and tablet devices)
  • 2nd line application support (SQL) for a range of complex business systems
  • Undertake any application support activities that fall within the team’s remit, such as automation, manual workarounds, maintenance, upgrades.
  • Support key bespoke and off the shelf business applications
  • Monitor incident support queue, responding to incidents in a timely fashion to resolve within agreed SLA.
  • Investigate and resolve 2nd line technical support queries professionally and efficiently
  • Make use of Live Monitoring tools to pro-actively identify potential service affecting issues
  • Perform routine preventative maintenance to ensure smooth operation of the supported applications
  • Fulfill Data Amendment requests as and when required.
  • Work closely and liaise with 3rd Parties vendors, Service Delivery Management, Service Desk, Change, Incident & Problem Management.
  • Provide support to the twice weekly development sprint releases on a rotational basis aligning to the on call rota.
  • Provide On-Call support as per the agreed rota.
What you'll need?
To be successful in the role, we are looking for:
  • A flexible attitude and ability to perform under pressure.
  • Ability to prioritise workload and deliver to deadlines.
  • Strong customer service and relationship management skills
  • Strong analytical, organization, multitasking and prioritization skills
  • Flexible, positive 'Can Do' attitude and an aptitude to work as one team.
  • Excellent verbal & written communications skills, ability to communicate effectively at all levels
  • Ability to use initiative, willingness to learn, can prioritise work and make recommendations for process improvements
  • Self-motivator, ability to work under pressure, remain focused when working to specific targets and deadlines
  • Strong and proven experience in the analysis and resolution of highly complex technical incidents
  • Good technical aptitude, understanding and troubleshooting skills
  • Cisco router or network connectivity experience would be an advantage.
  • Awareness and/or experience of telephony software ARC and Jabber.
  • Experience of working with Mobile Device Management tools is preferred
  • Mobile phone and tablet support experience would be an advantage.
  • Knowledge/experience of IIS, SQL and Microsoft applications.
  • Some experience working with system integration and transactional data.
  • Experience with Application Monitoring (Log Files).
  • ITIL Foundation certification and knowledge of ITIL processes and practices is preferred.
  • Proven ability to work with 3rd Party Suppliers both onshore and offshore
Our Company and Benefits
We’ve been nationally recognised as a 5 star house builder twelve years in a row for supplying high-quality homes for all generations. That’s more than any other major house builder. It’s because we combine the brightest minds, the latest technology, and a genuine commitment to putting customers first. We want the best people in the industry to help us shape the future of building. We have tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.
 
We are building an organisation where anyone with drive and talent can pursue the career they want. We are building a culture where anyone, regardless of gender, race, sexuality, disability, background or any other characteristic,can progress and be proud to work for us.
 
As part of working for Barratt Developments PLC and specifically for this role we offer:
 
  • Competitive Salary
  • Competitive Bonus Scheme
  • 25 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 28 days)
  • Choice of Flexible Benefits
  • Enhanced Family Friendly Policies
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