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Purpose: To be the first point of communication for Clients, Customers and Colleagues who may be encountering Application related issues, providing support in a manner that ensures that the credibility of IT is both maintained and enhanced.
Responsibilities
- Provide 1st and 2nd line application support to internal users across various business units.
- Effectively triage requests or incidents via JIRA helpdesk, mailbox, phone calls and walk-ups.
- Support and monitoring of the Dealing system – end to end from 7IM Platform through to Custodian.
- Assist in data updates, maintenance, and validation tasks across key systems.
- Write and maintain SQL queries to extract, analyze, and update data as needed.
- Support report generation, including recurring and ad hoc business reports.
- Collaborate with development and infrastructure teams to escalate and resolve technical issues.
- Maintain documentation related to support processes, system changes, and standard operating procedures.
- Assist with application onboarding, upgrades, and testing cycles (UAT).
- Contribute to the cloud migration initiative, particularly where application integration and Azure components are involved.
Incident Management
- Ensure the efficient and effective execution of the Incident Management Process thereby reducing the impact of issues to Clients, Customers and Colleagues.
Problem Management
- Ensure the efficient and effective execution of the Problem Management process to identify and eliminate root causes thereby reducing the number of recurrent incidents caused by known problems.
Service enhancement or change request
- Ensure the efficient and effective execution of the Service Request process to manage the identification, approval and implementation of peer, customer and supplier improvements via change requests.
Scheduled daily, weekly, monthly and quarter end application tasks
- Ensure the successful timely completion and communication of all agreed daily, weekly, monthly and quarter end application tasks.
Continual Improvement
- Ensure adherence to Service Level Agreements as applied to key processes
- Continually measure and report the performance of the Application Support function against Service Level Agreements
- Continually review the Application Support function to identify design improvements to processes, services, performance metrics and infrastructure in order to increase efficiency, effectiveness, effectiveness and customer satisfaction
- Adopt, where possible, industry best practice principles and procedures (e.g. ITIL) to continually improve maturity of the Application Support function
About You
Skills and Knowledge:
- Entry Level
- Good written and oral communication skills
- Good (intermediate level) working knowledge of the Microsoft Excel and Word.
- Interest in gaining or working knowledge of Microsoft SQL Server and using Transact-SQL.
- 1–2 years of experience in an IT application support or related role.
- Proficient in SQL for data querying and updates (e.g., joins, filtering, updates).
- Strong analytical and problem-solving skills with attention to detail.
- Comfortable managing and prioritizing multiple support tasks in a fast-paced environment.
- Experience with reporting tools (e.g., Excel, Power BI, SSRS) is a plus.
- Familiarity with Azure (e.g., Azure SQL, Logic Apps, Function Apps, etc.) is highly beneficial but not essential.
- Microsoft Azure certifications (e.g., AZ-900, AZ-104) are advantageous but not essential
Other Relevant Information
- Team player
- Good attention to detail
- Good time management skills
- Good communication skills
- Proactive approach
- Ability to think laterally
- Proven track record
- Can-do attitude
- Willing to take responsibility.
About Us
Not Specified