The H&F Bridge Partnership is a Joint Venture Company (JVC) between the London Borough of Hammersmith & Fulham and Agilisys, one of the UK's most innovative IT and business process service providers. The Partnership provides a suite of shared services to the Public Sector including ICT Managed Services and Consultancy in Business Transformation, Technology and Project Management. The H&F Bridge Partnership brings together Agilisys' proven expertise in delivering IT services to the Public Sector together with Hammersmith & Fulham's in-depth knowledge of Public Sector business processes.
Purpose of the role:
The role is a member of the application services team within HFBP, providing application support service to clients in support of business objectives and ongoing operations.
KEY RESPONSIBILITIES
- To provide a prompt and accurate diagnosis of software problems logged on the HFBP Servicedesk by clients, with an estimated time to fix. To correct the problems, either by applying a fix or, where support is needed from external suppliers or internal resources, by providing information and fault analysis to enable prompt resolution of the problem. To ensure call to fix is completed within the specified Service Level Agreement with the client organisation
- To provide support on business areas of the applications, advising clients on the best use of an application and understanding how an application delivers the client service.
- To liaise with third party Suppliers in ensuring support issues are resolved in a timely fashion.
PERSON SPECIFICATION
Knowledge
- Good understanding and/or experience of the application of the IT Infrastructure Library (ITIL) framework
- Processes required to effectively deliver application support
- Relational Database Theory and SQL Querying
- Microsoft Client/Server Environment
- In any of the following applications - Corelogic Frameworki Case Management System, Midland Software Trent Payroll and Personnel, Capita Academy Revenues and Benefits system, Northgate iWorld Housing Management System, CedAr e5, Lagan Frontline
- Good Understanding of Project management processes, ideally Prince II
Skills
- The successful candidate will have a solid background in Application Support, ideally with business knowledge of an area of Local Government service delivery. Minimum of 3 years experience in delivering application support to an organisation.
Qualifications
- Desirable – ITIL Practitioner
- Relevant qualifications / degree in Information Management or associated fields
Qualities
- The successful candidate will be a self starter with good communication and presentation skills.
- Able to work well in a team
- Able to Resolve and/or escalate issues in a timely fashion.
- Responds well to challenges
LOCATION: London
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