Agresso Technical Support(Project > 6 months)

RESPONSIBILITIES

• Undertake application support and project work as allocated by the Application Support Manager to ensure      adherence to SLA and ITIL principles and best practice.

• Compliance with all IT/Change Management Policies and Standards

• Ensure the timely delivery of project deliverables assigned by the Application Support Manager.

• Work as an effective team member –  covering responsibilities as necessary during leave and any absences

• Escalating any risks or issues appropriately to the Application Support Manager or associated Project Manager

• Driving improved support through completion of operational acceptance into service measures and activities.

• Ensuring support of team standards in their specialist areas;-

• Documentation.

• Shift Left: Move of administrative tasks to service desk to increase first time fix.

• Security: Adherence to security standards for access and integrity of applications with the Application Support Manager and Information security.

CSI: Facilitate continual service improvement. Process

• Driving improved support through completion of operational acceptance into service measures and activities.

• Ensuring support of team standards in their specialist areas;-

• Documentation.

• Shift Left: Move of administrative tasks to service desk to increase first time fix.

• Security: Adherence to security standards for access and integrity of applications with the Application Support Manager and Information security.

• CSI: Facilitate continual service improvement.

Vendor Liaison

• Working with nominated Business relationship managers to facilitate a constructive relationship with Vendors within their scope.

Stakeholder management

• Working with nominated Business  relationship managers to facilitate within their area the stakeholder engagement process in order to underpin continual service improvement.

• Represent IT and IT Applications team in a professional manner at all times.

• Any other duties as required and directed by the Application Support Manager or Head of IT Applications which are pertinent to the role.