IT Support Analyst

Key Job Accountabilities • Investigate operational issues, problems and requests for support, in coordination with colleagues and other stakeholders, seeking effective solutions. Analyzes underlying issues and their root causes, and identifies available options for resolution. • Responds to requests for support by means of making system modifications, developing work-arounds, manipulating data, reconfiguring systems, changing operating procedures, training users, producing documentation, or escalating requests to development team or software suppliers. • Monitors progress of requests for support and ensures users and other stakeholders are kept informed. Takes corrective action to avoid or minimise delays. • Carries out routine configuration, installation and reconfiguration of Business Applications, Database Management Systems, and related Tools & Technologies. • Coordinates with colleagues and other stakeholders to specify data, data objects and information flows that align with the needs of the business. • Defines, documents and executes projects, actively participating in all phases of the project. Identifies, assesses and manages risks and issues which might impact on the success of the project. • Prepares and maintains realistic project schedules (showing tasks and dependencies) and quality plans and tracks all activities against them, providing regular and accurate reports as appropriate.