Service Desk Technical Analyst

Job Title

Service Desk Technical Analyst

Salary Range

TBD

Reports To

Service Desk Manager

Working Hours

37.5 Hours per week + On Call Support. This will be a remote role unless you are within travelling distance of our office in Dalgety Bay, Fife.

Overall Purpose

The post holder will be responsible for the co-ordination of all ERP and Product support tickets, ensuring items are addressed within the contacted Service Level Agreements.

The post holder will also be responsible for communicating with clients and internal management on a weekly, monthly and quarterly on Service Level performance.

The expectation is the role will develop over a 12 to 18-month period with a progression path into an IFS consultancy position long term.

Please note that this will be a remote role unless you are within travelling distance of our office in Dalgety Bay, Fife. 

Working relationships:

Service Desk Analyst – Responsible to the Service Desk Manager for the performance of all duties.

All Support Staff – Responsible for the daily supervision and scheduling of workloads

 

Main Duties

  • Provide 1st and 2nd line support to IFS Users within the agreed SLAs.
  • Monitor and respond to incoming issues and communications on the Service Desk.
  • Manage and take ownership of faults logged through to a successful and acceptable solution.
  • Manage lifecycle of incidents from initial fault-logging, root cause analysis, and resolution/fix and successful testing, through to promotion into Production.
  • Liaise with Cooper Software Consultants, IFS and 3rd party partners on 3rd line issues.
  • Create and maintain IFS User Accounts, reset / unlock passwords.
  • Create and maintain Quick Reports/Crystal Reports/Lobbies.
  • Troubleshoot IFS technical issues utilising SQL, Solution Manager and Debug Console.
  • Create and maintain Custom Events/Objects/Fields within IFS.
  • Create/Amend roles, permission sets, and user set-up.
  • Various low-mid level, high volume, end-user functional support including but not limited to Purchasing, Finance, Inventory, Supply Chain and Project based business process activities.
  • Create and maintain Service Desk Knowledgebase articles for the IFS applications, e.g. Common Problems/Resolutions, User Guidance Documentation, etc.
  • On call rota for critical issues for 24×7 support customers

Skills / Experience Required

The post holder should possess the following:

  • 2+ Years IFS Support experience essential, ideally in a multi-customer support environment.
  • IFS Technical Background Preferred, Functional exposure a bonus.
  • Experience of supporting IFS upgrades/implementations a bonus.
  • Knowledge of general business processes an advantage.
  • Oracle PLSQL, SQL.
  • Crystal Reports.
  • Lobbies.
  • Solution Manager.
  • Extended Server.
  • Excellent written and verbal communication skills – customer facing role.
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