Application Support Analyst

Competitive + Benefits
06 Jan 2022
03 Feb 2022
Gemma Taylor
Job Title
Practice Area
Information Technology
PQE Level
10+, 2-4, 5-7, 8-10
Contract Type
Full Time
An experienced Application Support Analyst is required to join a multi-service law firm based in Liverpool. As an Application Support Analyst you will form an integral part of the service desk and technical support teams and your role will include working closely with end users, key stake holders, and relevant technology teams to resolve issues, respond to user requests for help, and identify opportunities for improvement to existing systems and solutions and the escalation of problems and issues to the relevant support teams and 3rd party suppliers. 

You will be required to have a passion for software and technology, experience of working with Microsoft office/Office 365, experience of using help desk software and third line (development) support and bug fixing.

You will be assisting with the development of new systems and services and with system updates and upgrades. With your detailed knowledge and understanding of systems and processes, you will help build and maintain self-service help portal and knowledge base for users.  

You should be comfortable with learning new processes and applications and be able to communicate about them with stakeholders, including non-technical and technical colleagues. 

Role entails:
  • Triage of problems, faults and issues reported via service desk to application support queue
  • Providing application support services for existing applications and solutions, including troubleshooting and problem resolution (root cause analysis)
  • Working with the Service Desk to Identify, Escalate and resolve issues with Core CMS and Productivity Suite Applications (Visualfiles, MS Office/Office 365) 
  • Liaising with the customers, technical colleagues and third-party suppliers
  • Working with development, technical and services teams to implement fixes and improvements to commercially available and bespoke applications
  • Assisting in the testing process during upgrade of existing applications
  • Detailing and on boarding/decommissioning of existing and new applications
  • Supporting the implementation and ongoing improvements of automation tooling for development, test, release on traditional and cloud infrastructure
  • Undertaking knowledge transfer to enable Service Desk and Support Teams to implement fixes and updates
  • Working with training team to ensure knowledge gaps are filled
For more information, please contact Gemma Taylor at G2 Legal.