IT Support Analyst - #2187969

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