Application Support Analyst – Recruitment brief
Job title: Application Support Analyst
Responsible to: IT Manager
A great opportunity to join our growing team here at Rayner, this role will be supporting many exciting changes to
our systems and ways of working, as we prepare for our move to a new facility in 2015/16. We are a growing
business with exciting plans for the future, so we need you to be passionate about all things IS and keep yourself
up to date with trends in technology and software applications.
The main focus of this role is to deliver support to end users across the business, enabling them to make efficient
and effective use of various types of software programs (primarily ERP). This will include troubleshooting
applications and software for all internal customers. You will be assisting in the design, delivery and
improvement of in-house software applications training programmes. This role will provide the essential
interface between end-users, IT and the business as a whole.
Your key responsibilities will be to:
 Field incoming requests from end users to resolve process, application and software issues within
servers, databases and other mission-critical systems
 Prioritise, schedule and administer all instances where enhancements and defect resolution are
required
 Communicate application problems and issues to key stakeholders, including management,
development teams, end users and unit leaders
 Test fixes and perform post-resolution follow-ups to ensure problems have been adequately
resolved
 Maintain and enhance performance of all new and existing software and applications across the
organisation
 Identify and learn appropriate software applications used and supported by the organisation.
 Apply diagnostic utilities to aid in troubleshooting
 Create and deploy feedback mechanisms for end users. Analyse results, make recommendations
for support process improvement, and implement changes
In addition to the main responsibilities above, you will be required to:
 Perform hands-on fixes at the desktop level, including installing and upgrading software, installing
hardware, implementing file back-ups, and configuring systems and applications
 Perform preventative maintenance, including the installation of service packs, patches, hot fixes,
anti-virus software, and so on
 Conduct research into software application products and services in support of development and
purchasing efforts
 Provide support for the testing of new and existing software applications under development or
consideration for purchase
Knowledge and Experience:
To be considered for this role you must have in-depth, hands-on knowledge of and experience in supporting
desktop applications, including a good working knowledge of ERP systems such as Syteline (or similar). You will be
an expert at troubleshooting with a deep understanding of the principles, methodologies and issue resolution
techniques behind you. We need you to have strong experience in supporting end-users and being able to
communicate clearly with end-users of varying levels of competence and confidence.
Personal Skills:
This role requires you to have good interpersonal skills. You’ll be a team player who thrives in a collaborative
working environment and you’ll have a strong customer service focus. You will be highly self-motivated and
directed, with a keen attention to detail and able to present ideas in user-friendly language. Problem-solving
skills and an analytical approach are a must for this role, as is the ability to effectively prioritise and execute tasks
in a high-pressure environment.
October 2015 – Rayner