Application Support Analyst

Summary:

The Application Support Analyst provides technical support and assistance to Dowds Group software application users. Their responsibilities include troubleshooting, diagnosing, and resolving software application issues, installing applications for users, and providing basic training and guidance on the use of core MS Office suite of programs.

The Role:

• Office 365 application support – working as a part of a small, in-house IT team, swiftly resolve issues with the Microsoft Office Suite of products in particular, Excel, Teams, SharePoint and OneDrive.
• Dowds Group core application software support – provide comprehensive end user support across the Dowds Group application suite.
• Install software and applications on end user devices and the Dowds core infrastructure (servers) as necessary.
• Extract and present data from Dowds primary software applications – using SQL scripts and report writing tools (Sage Report Designer, Power BI etc.)
• Provide end user guidance/training in the use of the Dowds core application suite.
• Liaise with external vendors when necessary to escalate and resolve support issues.

Essential Requirements:

• At least 2 years’ experience working in a busy IT department in an application support role.
• Previous experience working in an ITIL compliant service-desk environment.
• In depth knowledge of Microsoft desktop applications, and relevant experience supporting these products with a business user community.
• Windows operating system knowledge – must have knowledge and experience of supporting Windows desktop and server based Operating systems.  
• SQL knowledge – previous, commercially based, experience writing SQL scripts to extract and manipulate data from SQL Server databases.
• Report writing – previous, commercially based, experience using report writing tools to generate information for business users.
• Previous experience supporting Sage software products – Sage 200, Sage payroll etc.
• Previous experience using and supporting the Microsoft Power Suite – Power BI, Power Automate.
• Experience using MS Intune (MS Endpoint Manager) to publish (and manage) applications on tablet and mobile phone devices.  
• Experience supporting applications on iOS and Android.
• Experience delivering end user training on the use of core Microsoft desktop applications.

Desirable Requirements (optional)

• Previous experience supporting Sage software products – Sage 200, Sage payroll etc.
• Previous experience using and supporting the Microsoft Power Suite – Power BI, Power Automate.
• Experience using MS Intune (MS Endpoint Manager) to publish (and manage) applications on tablet and mobile phone devices.  
• Experience supporting applications on iOS and Android.
• Experience delivering end user training on the use of core Microsoft desktop applications.

Person Specification:

• The successful candidate should be professional and helpful in all their dealings with the business.
• The successful candidate must be a self-starter who is capable of taking complete ownership of an issue and working it through to a successful conclusion.
• The successful candidate must be organised and capable of planning and executing their daily workload under guidance from the IT manager.
• The successful candidate should be willing to undertake vendor specific training in new software applications (and their support). 

We are committed to investing in talent and developing opportunities for our staff. As equal opportunities employers, we welcome applicants from all communities.

To apply please send a copy of your CV and covering letter to: hr@dowdsgroup.com

Closing Date: Monday, 16 September 2024