IT Support Analyst

ASA RECRUITMENT; City of Edinburgh; On-site; GBP 37,000 - 46,000; Full time

Job summary

ASA Recruitment’s client, a Public Sector organisation with offices in Edinburgh and Glasgow, is seeking an IT Support Analyst on a 6-month contract (inside IR35) at a rate of £200-£250 per day. The successful candidate will work from Edinburgh or Glasgow and spend a minimum of two days per week in the office.

You will contribute to developing and documenting Oracle support processes, optimise ITSM tooling (IFS Assyst), and deliver regular IT service reporting for the Oracle Cloud service, while

Qualifications

• Experience coordinating user centre IT support services and documenting run books.
• Experience developing and producing regular IT service performance reporting.
• Experience liaising with external managed service providers.

Responsibilities

• Contributing to the development and consistent documentation of new Oracle support processes and operating manuals.
• Ensuring ITSM tooling (IFS Assyst) is set up effectively to meet Oracle Cloud service needs.
• Developing and providing regular IT Service reporting for the Oracle Cloud service, including monitoring supplier performance.
• Liaising with internal and external support teams to ensure calls are routed and resolved within SLAs.
• Supporting senior IT service management in addressing escalated support calls.

Skills

IT support coordination

IT service reporting

Vendor liaison

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