IT Support Analyst

ASA Recruitment; City of Edinburgh; On-site; GBP 37,000 - 46,000; Part time

Job summary

ASA Recruitment’s client, a Public Sector organisation with offices in Edinburgh and Glasgow, is seeking an IT Support Analyst for an initial 6 month contract (inside IR35) at a daily rate of £200-£250, with a requirement to spend a minimum of 2 days per week in either Edinburgh or Glasgow offices.

You will contribute to developing and documenting Oracle support processes, ensure ITSM tooling (IFS Assyst) is configured effectively for Oracle Cloud, and produce regular IT service reporting

Qualifications

• Experience coordinating IT support services and documenting run books.
• Experience generating regular IT service performance reports.
• Experience liaising with external managed service providers.

Responsibilities

• Contributing to development and documentation of Oracle support processes and operating manuals.
• Ensuring ITSM tooling is set up to support Oracle Cloud service.
• Developing and providing regular IT Service reporting for Oracle Cloud, including monitoring supplier performance.
• Liaising with internal and external support teams to ensure calls are routed and resolved within SLAs.
• Supporting the Senior IT Service Manager and Head of Platform with escalated calls.

Skills

Oracle Cloud support

ITSM tooling

IT service reporting

SLA management

Tools

IFS Assyst

Job description

ASA Recruitment’s client, a Public Sector organisation with offices in both Edinburgh and Glasgow are currently looking to recruit an IT Support Analyst for an initial 6 month contract (with potential extensions) on a rate of c.£200-£250/day inside of IR35 (based on experience). The candidates will be required to spend a minimum 2 days per week in either Edinburgh or Glasgow offices.

Responsibilities:

• Contributing to the development and consistent documentation of new Oracle support processes and associated operating manuals.
• Taking pro-active steps to ensure the ITSM tooling (currently IFS Assyst) is set up effectively to best meet the needs of the Oracle Cloud service.
• Developing and providing regular IT Service reporting for the Oracle Cloud service, including the monitoring of external supplier performance.
• Liaising with internal and external support teams to ensure support calls are routed and resolved within agreed SLAs
• Supporting the Senior IT Service Manager and Head of Platform in addressing any escalated support calls.

Experience:

• Experience in the co-ordination of user centres IT support services and developing/ documenting associate processes/ run books
• Experience developing and producing regular performance reporting in relation to IT services.
• Experience liaising with external managed service providers