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IT & Application Support Analyst
Butlins · Hemel Hempstead, Hertfordshire
// classified as
Other (Adjacent or hard to classify.)
posted
1d ago
location
Hemel Hempstead, Hertfordshire
languages
—
tools
oracle
> stack
oracle
> description
We require a skilled IT & Application Support Analyst to join our IT team.
This role will be responsible for the configuration, administration, and support of key business systems, such as Seaware (Oracle database backend), Microsoft Intune and other Microsoft Office products, escalating complex infrastructure and support issues to 3rd Parties.
The role combines hands-on technical support with scripting, testing, and data interrogation to ensure smooth operation of business-critical tools and services.
It is central to ensuring our IT systems operate securely, efficiently, and in line with business needs.
Participation in out-of-hours support or major incident response where required:
End-User Support
- Act as the first point of contact for IT incidents and service requests.
- Diagnose and resolve common issues relating to user accounts, devices, applications, connectivity, and security.
- Deliver a high standard of customer service, ensuring updates and resolutions are communicated promptly and effectively.
System Configuration & Support
- Administer and support the Seaware platform, ensuring its reliable operation and integration with other business systems.
- Support the configuration and monitoring of Microsoft Intune for device enrolment, compliance, and security enforcement.
- Streamlining workflows and enhancing efficiency.
Enterprise Platform Administration
- Support the administration of Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
- Carry out routine Active Directory tasks such as account creation, password resets, and group membership management.
- Manage software deployments and device management via InTune /SCCM and provide support for patching or compliance issues.
- Provide user-level support for security tools such as Mimecast (email security) and Zscaler (web filtering).
- Carry out basic checks and support tasks within VMware environments, escalating to senior engineers and/or 3rd parties, where necessary
Monitoring & Reporting
- Proactively monitor system health, performance, and security across all supported platforms.
- Create and maintain documentation, configuration records, and standard operating procedures.
- Provide timely and detailed reporting on system status, incidents, and compliance metrics.
Collaboration & Continuous Improvement
- Work closely with business stakeholders to understand needs and provide appropriate IT support or recommendations.
- Support IT projects, upgrades, and migrations by contributing first-line expertise and user-focused feedback.
- Identify recurring issues and contribute to continuous improvement initiatives.
Common Responsibilities Across All Areas
- Work tickets to SLA, keeping stakeholders informed.
- Create/run playbooks and knowledge articles; contribute to change/problem management.
- Track and report on KPIs (ticket volumes, SLA compliance, device compliance, patch compliance)
- Participate in change and problem management processes, ensuring smooth communication to end-users.
- Support training and onboarding of new starters, ensuring a positive IT experience from day one