Application Support Analyst

Durham, England, United Kingdom

12/18/2024

About CEF:

CEF is a global electrical wholesaler, providing electrical products to people in the industry known for its extensive range of products and commitment to customer service. Founded in 1951 in the United Kingdom, it has since expanded to over 1,000 locations across multiple countries, including the United States, Canada, Australia, and Europe.

We in IT are delivering value to our business and our customers with the innovative solutions that enable our business to better serve our customers today and in the future. We recognise that technology and data are at the forefront of this.

Our Global IT team deliver a portfolio of transformative work, expand our digital options, upgrade and future-proof our systems to place us at the forefront of the marketplace.

To do this, we need talented and creative people across all areas to join us in delivering our evolution to enable our forward-thinking business over the next few years and beyond, and this is where you come in...

Life as an Application Support Analyst at CEF (City Electrical Factors):

As an Application Support Analyst at CEF's IT department (City IT), you will be the first point of contact for addressing issues with our bespoke applications and handling requests through the service desk.

You will be an integral part of our Service Operations department in ensuring prompt resolution of these issues and managing escalations related to our bespoke ERP business system. By providing exceptional service, you'll maintain strong company relationships. Additionally, you'll contribute to identifying opportunities for process refinement and improvement.

The Application Support Analyst will have previous experience in IT support and will have worked with Windows based operating systems to be successful in joining the team of application support experts. Also, at City IT, we support several bespoke applications. If you have experience with applications related to ERP, WMS, stock management, or other business-critical systems, this would be highly valuable.

Your Objectives:

• Deliver Prompt Issue Resolution: Act as the first line of response for issues reported through the Service Desk, ensuring quick and efficient resolution to minimise downtime and disruption for users
• Manage Escalations Effectively: Identify, manage, and escalate critical incidents as needed, ensuring timely intervention to prevent potential impacts on business operations
• Enhance System Knowledge and Process Improvement: Continuously engage with support colleagues and the development team to refine and improve the ERP system and related processes, leveraging insights gained from resolving customer issues
• Maintain Strong Stakeholder Relationships: Represent CEF IT positively to internal stakeholders and colleagues by delivering impeccable service and maintaining strong, professional relationships
• Support Critical Business Processes: Provide application support across key business areas (Sales, Purchase, Stock, and Reporting), building a solid understanding of CEF IT architecture and contributing to the overall business workflow
  
  
  
  
  

Key Skills and Experience:

• Previous experience of providing application support or IT support in a similar capacity.
• Passionate in resolving IT related issues and providing a high level of customer service to our colleagues.
• Be a creative problem solver contributing to our knowledge base and working collaboratively with the team to ensure our applications are always available.
• Track record in resolving complex issues relating to software in a timely manner with the ability to work under pressure and to the demands of the business
• Highly proficient in the use of Microsoft Office Applications
  
  
  
  
  

Beneficial Skills And Experience

• Experience and knowledge of Incident Management and Change Management processes
• Experience of SOP, POP, Stock Management software
• ITIL Qualifications
• Experience of Jira Service Desk, Software and Confluence packages
• Use of an ERP system - bespoke or standard
  
  
  
  
  

Location:

• This is a hybrid role based at our award-winning IT Head Office based on Meadowfield Industrial Estate, Durham
  
  
  
  
  

Interview Process:

• Screening Call with Talent Acquisition
• Microsoft Teams call with Wholesale Application Support Team Lead and a Senior member of the team.
• In person interview with Wholesale Application Support Team Lead and In-house Application Support Team Lead
  
  
  
  
  

Package:

• Competitive basic salary
• Annual IT Bonus scheme
• MySavings – Employee Discount Platform
• Pension: 3% employee / 3% employer
• Champion Health – a comprehensive physical, mental & financial wellbeing platform, offering bespoke content on all aspects of wellbeing & life including recipes, workouts, blogs and loads of other content for you
• Free use of the state-of-the-art private gym at our IT Headquarters
  
  
  
  
  

Please Note:

• Responses to applications may take longer than usual over the Christmas period due to office closures and reduced staff availability. We appreciate your patience and will get back to you as soon as possible