Application Support Analyst at Hewlett Packard Enterprise

Start Date:
Newcastle upon Tyne
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Review Date:
March 2016

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1. Please give an overview of your role and what this involves on a day-to-day basis:


Application Support Analyst Identify, assign and resolve incidents that come in daily for the application that HPE support. I talk to many of the engineers on site about the different applications they support and the level of support HPE provide. I also talk to other HPE employees around the world for Rolls Royce in order to gain more information about SLAs, KPIs and other vital information we need to know about in order to support applications in the best way. I am responsible for assigning out incidents as they come and following the process for major incidents that come which require immediate action. I talk to many of the engineers to ensure the correct process is followed through the whole incident management process. I also complete tasks for quality assurance such as bi weekly checks to ensure that the incidents that are assigned have all the correct information in them. I also review reports from management to ensure that there are no breaches in SLA. There are many reports that are collated to ensure the highest service from the Application Support team.

2. Have you learnt any new skills or developed existing skills?


During my apprenticeship I have received my function skills qualification and have studied ITIL which is a critical subject for companies worldwide. When I started at Rolls Royce, I completed a wide variety of online courses which went through a variety of subjects from customer service, ITIL and problem diagnosis. From working here I have also gained experience using new software such a Service Manager 9 which I now use daily. I also received training in completed standard service request (creating accounts, deletions etc.) which is mainly using UNIX

3. To what extent do you enjoy your programme?


I enjoy my program a lot as I am always learning new things on the role.

4. How valued do you feel by Hewlett Packard Enterprise?


I feel very valued by my manage. Whenever I complete a course as part of my apprenticeship program, he recognizes this and gives praise. I feel valued as I am able to help many people in this role due to the training I have received.

5. How well organised/structured is your programme?


I think the program is organized however could improve in parts such as support in the assignments I get. In my job role I think the task delegation and team hierarchy is clearly set out which makes it easier to identify who to go to for what issues

6a. How much support do you receive from your training provider?


I think I receive a good amount of support from my provider. However, when it comes to assignments I think the task could be explained a bit better as we are expected to give a high level of detail without much understanding of the topic in some contexts.

6b. How much support do you receive from your employer?


I think I get a good amount of support from my employer in order to move up in my role. However when it comes to tasks as part of my apprenticeship, they are often not in the loop about what we study

7. How well does your salary/package meet your costs?


I think that the salary could be increased as the cost of living has increased. Although it is a very good pay for the role, some of the tasks we complete are a higher pay band than what we receive. It is expensive to be travelling to work, living, daily costs all on a pay only just above minimum wage

8. Are there many opportunities outside of work?


I think HPE are very good with opportunities outside of work as they promote volunteer work by giving each employee a set number of hours out of office in order to do volunteer work.

9a. Would you recommend Hewlett Packard Enterprise to a friend? *


9b. Why? *

It is a good company to work for as it has a very good reputation.

10. What tips or advice would you give to others applying to Hewlett Packard Enterprise? *

The application process may seem long but it is very quick and easy. In some cases the onboarding can be more organized in terms of updating documents, ensuring everything is here at the correct time. I would have liked to know which account I was working on before starting but that's not something vital

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