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Do you love new challenges? Are you excited about new technology experimentation? Are you looking for a new challenge that stretches your talents? Then this could be the role for you.

Cygnet was established in 1988. Since then we have developed a wide range of health and social care services for young people and adults with mental health needs, acquired brain injuries, eating disorders, autism and learning disabilities within the UK.

The Application Support Analyst is responsible for IT application support activities including maintenance, administration, and second and third line support. They will work closely with the Service Desk to provide second and third line operational support and to ensure timely and efficient resolution of IT application-related incidents and service requests.

This role is a remote role, working from home with occassional travel to site where needed.

Main Tasks

Support

• Resolve IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.
• Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents.
• As required, provide timely communication to users on the status of their service requests and incidents.
• As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.
• Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
• Monitor the availability, performance and throughput of supported IT applications.
• Prioritise and schedule assigned support activities and tasks.
• Maintain IT application support and process guides for support staff and users.

General

• Understand and comply with the IT organization requirements, processes, procedures and policies.
• Share knowledge and expertise with others, coaching and supporting team members as required.
• Perform other duties as assigned by your line manager.
• Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid

General Information

• To attend for work reliably and punctually and to follow a work pattern as required fulfilling the role, which may include working overtime if the need arises.
• To know where to access policies, to keep yourself up to date with all procedures and policy changes and to be aware of and follow their contents
• To develop your own and your teams, practice through the supervision and appraisal process, ensuring your continuous professional development needs are identified and addressed.
• Use an appropriate level of confidentiality where personal information is involved with regard to both individuals in our care and employees.
• To ensure that people with whom you have contact have equal opportunities, to acknowledge their individual differences and uphold their rights and responsibilities, including the right not to be discriminated against, as set out in law and by policies.
• To carry out, as and when required, any additional tasks and responsibilities as are reasonably compatible with this job description and its objectives.
• A duty exists (under Health & Safety legislation) to take reasonable care for the health and safety of yourself and that of others. This implies taking positive steps to understand the hazards in the workplace, to evaluate and take action to reduce the risks. It is expected that you comply with safety rules and procedures and to ensure that nothing you do, or fail to do, puts yourself or others at risk.
• It is everyone’s responsibility to ensure that everything possible is done to protect individuals in our care from abuse of a physical, sexual, neglectful, financial or institutional nature. This includes an absolute requirement to report any incident of this nature you witness, hear about or suspect

Why Cygnet? We’ll offer you…

• Strong career progression opportunities
• Expert supervision & support
• Employee referral scheme
• Pension scheme
• “Cycle to work” scheme & employee discount saving

Successful candidates will be required to undergo an enhanced DBS check.

If interested, please apply below or forward your cv to [email protected]

Due to limits on sponsorship allocations, we are not currently in a position to offer sponsorship to new candidates for these roles, this remains under review.

This job description is an outline of the key tasks and responsibilities of the role and is not intended as an exhaustive list. The job may change over time to reflect the changing needs of the business, as well as the personal development needs of the post holder.