Applications Support Officer

Permanent – Full Time

Lynton House, Ilford, IG1 1NY

Join Our Team as an Applications Support Officer for Social Care Systems

Are you passionate about IT and customer support in an environment where you can make a real impact? If so, we have the perfect opportunity for you.

About the Role:

As an Applications Support Officer, you will be at the forefront of our IT support structure, providing essential triage and first-line support for a range of social care systems. Your primary responsibility will be to ensure that our customers can make full use of these systems, maximising productivity, and performance. You will also ensure that customers adhere to best practices, governance, and team policies.

Key Responsibilities:

• Triage Function: You will be the first point of contact for application-related issues, providing initial assessment and categorisation of incidents. Your ability to quickly identify and prioritise issues will be crucial in maintaining smooth operations.
• First Line Support: You will provide immediate support and advice to customers, resolving operational problems and incidents and managing escalations. Your goal will be to ensure that all issues are resolved to the customer's satisfaction and that details of all problems and incidents are accurately recorded.
• Creating and Maintaining User Guides and Knowledge Base: You will create and maintain documentation of applications and systems knowledge and procedures, to ensure consistency.
• Business Processes: You will maintain or develop thorough knowledge of relevant business processes and procedures, statutory and regulatory guidelines, and the wider business context and priorities in which supported applications are used.
• Customer Interaction: You will work closely with internal and external customers, providing support and advice to ensure the most effective and efficient use of IT applications. Your empathetic approach and excellent communication skills will help you build trusting and professional relationships with customers and colleagues.
• System Maintenance: You will create and maintain user accounts, training accounts, system configurations, and security processes. You will also participate in the testing and implementation of new software releases, ensuring that our systems are always up-to-date and functioning optimally.

• Problem Solving: You will approach problems methodically, assessing information and applying knowledge to achieve solutions. You will use your initiative and think creatively where alternative provisions need to be developed.

What We Offer:

• A collaborative and supportive work environment.
• The chance to make a real difference to our customers by ensuring they have access to the best IT support possible.

Join us and be a part of a team that values innovation, customer satisfaction, and continuous improvement.

To apply for this post please complete the online application form and attach your CV and a Covering Letter addressing how you meet the criteria for the role as stated in the person specification.

All short-listed applicants will need to demonstrate proof of right to work in the UK.

We are committed to employment practices that promote diversity and inclusion in employment and welcome applications from qualified applicants regardless of age, disability, gender identity, sex, marriage and civil partnership status, pregnancy and maternity status, colour, race, religion, or belief.