Senior Technical Support Analyst in London

Position - Senior Technical Support Analyst

Working Setup - Hybrid

Location - London

Salary - Up to £57,000

Burman Recruitment are working with a large housing association based in London seeking a Senior Technical Support Analyst to join their IT Team!

Role Responsibilities

• Third-Line Application Support: Providing senior-level third-line support for users across various business applications utilised by the organisation.
• Change Requests: Assessing change requests assigned to the Software Support Team and collaborating with system owners to ensure clear understanding of requirements.
• Application Management: Taking ownership of one or more critical business applications throughout their lifecycle, including coordinating and overseeing upgrades.
• Relationship Management: Managing the day-to-day relationship with business owners and technical support teams of software suppliers for applications under your purview.
• Complex Incident Resolution: Troubleshooting complex incidents and addressing service and change requests through the appropriate channels.
• Service Desk Oversight: Proactively monitoring and managing Service Desk ticket queues for the team, ensuring adherence to SLAs (Service Level Agreements).
• Project Leadership: Leading IT projects and application upgrades within your scope of responsibility.
• Operational Transition: Supporting the transition of bespoke developments and commercial software applications into operational support. Ensuring the Software Support Team has the necessary technical and user documentation, as well as knowledge from internal developers or vendors for efficient management.

The ideal candidate for this role will possess

• Application Support and Development Background: Previous experience in application support and development, with a preference for knowledge of housing systems.
• Effective Communication: Strong communication skills to engage with various stakeholders, gather requirements, and translate them into technical solutions. Comfortable providing guidance on system usage to end users.
• Project Management: Capable of managing small projects and implementing service improvements through process mapping and analysis to enhance customer satisfaction.
• Technical Proficiency: Solid knowledge of SQL and data analysis. Able to work independently within a housing environment.
• Proactive Approach: A proactive and self-directed approach, taking ownership of tasks and effectively prioritising workload.
• Team Collaboration: Willingness to share expertise with the software team and provide support and guidance to other Technical Support Analysts.