Application Support Analyst

The Application Support Analyst I’s role is to handle, document, and actively resolving end user help tickets and escalating incidents related to applications and systems. This includes actively resolving escalated end user help tickets within established SLAs. Problem resolution may involve the use of diagnostic and help ticket tracking tools.

PRIMARY RESPONSIBILITIES:

• Assist in Menard Application Support

• Process incoming incidents to Application Support via telephone, trouble ticketing, and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Follow all ticket handling and escalation policies and procedures.
• Assess need for any system reconfigurations (minor or significant) based on ticket trends and make recommendations.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
• Contribute to the development and communication of help sheets, knowledgebase, usage guides and FAQs for end users.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced Team Member.
• Record, track and document the service desk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help tickets.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Participate in low level coding activities that are required to complete Support tasks.

• Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

• Assist in Menard Selling Systems Application Support

• Process incoming incidents to Application Support via telephone, trouble ticketing, e-mail, and walk-up to ensure courteous, timely and effective resolution of end user issues.
• Follow all request handling and escalation policies and procedures.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
• Contribute to the development and communication of help sheets, knowledgebase, usage guides and FAQs for end users.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced Team Member.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Participate in low level coding activities that are required to complete Support tasks.

• Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

POSITION REQUIREMENTS:

• Associate or Bachelor’s Degree in a Computer Science or Information Systems, MIS, or related field OR equivalent work experience
• Solid relationship management and performance management skills
• Strong guest-service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills, with a focus on listening and questioning skills
• Highly self-motivated and directed
• Team-oriented and skilled in working within a collaborative environment
• Ability to successfully negotiate with vendors to provide service to the corporation
• Familiarity with Application Development Languages such as Java, C , .NET
• Proficiency with:
  • Computer hardware and peripherals
  • Windows desktop operating systems
  • Office productivity suites
  • Windows, Unix/Linux server operating systems
  • Establishing and maintaining a knowledgebase
• Must work within designated normal office hours assigned or required by work
• May be required to work overtime, including weekends and holidays