The Systems Application Support Team provide BAU support for the following applications:TrackIT ( IT Help Desk System and Solution base)iTrent (HR management system - Midland HR)QL (Housing Management System - Aareon) Swordfish (Document Storage System - Capita)iHousing (Tenant portal - Capita)I am responsible raising, categorisation and distributing of incidents. Analysing system malfunctions. Managing problems through the whole life-cycle, documenting and updating KEDB. I oversee ICT solutions in relation to business problems and or processes to enable the business to reduce costs and improve efficiency. I provide access to the above systems based on information and security management and ensure we are compliant for audit and regulation purposes. I am responsible for all company interfaces e.g Cash, Period End, DD, HB and importing of items regulated by government such as Gas Certificates to Swordfish and QL .I ensure the expected level of service stability for our staff and customers and that the systems support their needs. This includes working with users to ensure that the investment in existing systems and technology is exploited to its full potential.I work with 3rd party suppliers to ensure that changes are managed effectively with minimum disruption to the business. Keeping within SLAsI am responsible for managing the above applications through their lifecycle. From concept to implementation. I make configuration changes by liaising with areas of the business to define technical and system requirements and translate into the best technical solutions, improving processes and gaining knowledge. I produce policies and procedures, build process maps (UML) and provide clear documentation. Reviewing and auditing the systems though reporting and use of change management techniques.I support training, user acceptance testing and carry out system update and upgrades.For reporting I use SQL, report builder, Task Centre and Business Objects.

Key responsibilities were systems administration of the Housing Management software, both complex and day-to-day administration. Carrying out the disaster recovery testing for the Housing Management system. Working with 3rd party providers to upgrade both software (applications and operating systems) and hardware of our systems and also where external systems interface with in-house systems testing that interfaces still work correctly post upgrade. Complex report creation for business users of all levels including senior management, often involving multi-file queries which would need to be manipulated in Excel or Access. Management of the Rents Year End process. This business critical process involved project managing the overall process of increasing all rent elements on the Housing Management system and technical expertise where needed for the process and ensuring the new rent levels interfaced correctly with LBBs housing benefits system and the new rent levels were charged on the correct date. General day-to-day IT support, application support, desktop trouble shooting, software installation, hardware upgrades and fault diagnosis. Main in-house technical resource for Barnet Homes projects for implementing new systems or developing new interfaces with external systems. Examples of is a four two-way repairs interfaces via secure FTP with our repairs contractors.Ensuring maximum uptime of all systems and working with the relevant 3rd party providers to achieve this.

Providing helpdesk support for Housing IT systems including key operational applications and standard desktop productivity applications.Also responsible for the management & development of one or more systems and for servicing stakeholder and management groups associated with the systems.Working closely with users to understand and where possible, fulfil their needs.I am accountable to the System Support Manager for achieving agreed service outcomes and personal appraisal targets and objectives.