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IT Application Support Analyst

Job Title: IT Application Support Analyst
Contract Type: Contract
Location: Galway
REF: 87499
Job Published: over 1 year ago

Job Description

Our Client a medical device company in Galway are looking to recruit an IT Application Support Analyst for their Galway site.

The Application Support Analyst is a member of the IT Operations team. Reporting to the IT Operations Lead s/he will provide 2nd line technical support to end users within the organisation. The position is a 12-month contract.

Key Responsibilities:
  • Provide front-line, second level technical support as part of the IT Operations team to deliver exemplary customer service to clients.
  • Coordination and liaising with clients, internal colleagues and vendors to receive, investigate, troubleshoot and resolve client reported problems or issues.
  • Follow procedures to ensure timely, high quality delivery of service to Clients and ensure a high level of service availability.
  • Escalate and track issues which exceed the scope of the front-line support capability.
  • Ensure all internal Managed Services tracking systems and documentation is accurate and up to date.
  • Mentor team members and provide backup as required.
  • Periodically provide 2nd level support to users for all issues raised by phone, email, self-service or face to face
  • Documentation of processes and procedures.
  • Any other duties as required.

Key Competencies (Education/Skills/Experience):
  • Cert, Diploma and/or Degree or equivalent work experience in Business, Quality or IT
  • Minimum 3 years' experience in medical device industry desirable e.g. application/technical support.
  • Proven ability to work in a mission critical, business application software operations and support environment desirable.
  • Working Knowledge of ERP systems highly advantageous.
  • Awareness of using and supporting ITIL processes.
  • Knowledge of commonly-used concepts, practices and procedures within particular field.
  • Demonstrated ability to drive & solve technical issues through to completion.
  • Excellent team player and resourceful, self-educating and self-motivating.
  • Excellent communication and customer-facing skills.
  • You must have strong organisation and time management skills and require minimal supervision.
  • Motivated self-starter with a "can-do" attitude who works well under pressure to tight and varied deadlines.
  • You may be required to work flexible start/finish times and out of hours rota.
  • You may be required to travel to other sites.

For further information on this IT Application Support Analyst role in Galway please contact Bridin Quinn on 091730022 /
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