Analyst - Application Support

Purpose:
Accountability Level:
Experienced individual contributor (specialist operational/technical role, or experienced professional). Works independently, with limited supervision. Problems faced may be difficult but can be addressed within an established framework

Key Responsibilities:

- Service Ownership, accountable for the following key aspects of specific service responsibility.
- Capacity planning & trend analysis, SLA’s, service forums, alerting, incidents, requests, problems, knowledge, configuration and technical road map.
- To respond to 3rd level Service Desk incidents or requests and manage through to resolution utilising problem solving techniques or escalate where necessary.
- Responsible for Incident Management conforming to the Service Owner remit.
- Development and coaching within the team on standard operating procedures and key processes in line with area of expertise and identify training needs to Team Leader.
- Take a lead role in driving performance/process improvements within the team to achieve KPIs.
- To lead delivery or support of internal infrastructure projects.
- Perform server maintenance tasks on a regular basis along with any other regular support activity to ensure service effectiveness.
- To ensure that all tasks and changes are performed in such a way as to minimise any disruption to existing business users, including impact assessment of changes.
- Incident Management: Utilising problem resolution techniques, restore service as quickly as possible and minimise the business impact of incidents.
- Problem Management: Detection and prevention of reoccurring incidents or problems.
- Knowledge Management: ensure documentation, such as operations manuals, procedures and work instructions, are available and kept up to date.
- To liaise with external suppliers for the ongoing support and maintenance of relevant hardware and software.
- Prepare monthly report for management on activity and infrastructure operational status.
- Implement processes in a consistent manner and maintain compliance.
- To perform activities in a productive, timely and effective manner.
- Ensure that all internal enquiries are responded promptly and professionally.
- On
- call participation, providing out of hours support.
- Responsible for any other duties as defined by the team leader.

Typical Experience:
University Degree / Specialised Diploma

About Us

We are the people who use our big boxes to make a massive difference. We believe in the positive impact of power and the ability to control temperature. We believe what we do opens up opportunity and creates potential for individuals, communities, industries and societies over the world. We believe when we work together we can do anything. We believe in the power of our team. We are the people who keep the lights on. And we recruit the best talent, too.

Our four values help us get even better at what we do. It’s the Aggreko way of working - we call it Always Orange.

Always Orange means:
Being dynamic: We’re nimble and are always ready to react to an ever changing world.

Being expert: We know our stuff, we’re great under pressure and we thrive in our busy, fast-paced, deadline-driven environment. We use our experience to make a difference. We know how to challenge and we have the courage of our convictions.

Being together: We play for Team Aggreko and value the expertise of everyone around us. We’re accountable and we hold others to account.

Being innovative: We never miss an opportunity to learn, to look out, or to be better.

Aggreko is an equal opportunity employer. We are committed to providing an inclusive environment that allows each employee to be their best based upon their merit, talent and aspiration. We do not discriminate, and we abide by the laws in the locations in which we operate.