2nd Line Service Desk Analyst

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The Role

*To provide resolutions to incidents escalated to the 2nd line team within SLA. To validate and provide technical assistance for incidents where necessary and to ensure that incident records are correctly updated with accurate details and activities.

*To ensure incidents and service requests are managed and progressed for the end customer within the contractual SLA.

Responsibilities

*To provide a focal point of Smartphone/ mobile team technical escalations

*To liaise with all other internal departments and external partners

*Co-ordination of all service functions within specified range

*To vet and provide effective resolution of incidents; using a sound knowledge of Smartphone architecture and protocols to assist with the troubleshooting.

*To ensure that all Smartphone stock held by the team is secure, recorded and accounted for.

*Keep up to date on all Software/hardware issues affecting the current and any future planned software/hardware.

*Ensure any process or technical changes relevant to Smartphones are recorded and instructions for KBA's updated

*Follow procedures relevant to job role

*To act as a strong mentor and guide to all other Service Desk Analysts on Smartphone issues

*Perform administrative duties where necessary e.g. Sharepoint, ARS RFD's.

*Contact with end customer, third parties and internal resolver groups.

*Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.

*Periodically review Customer & Daisy Security Policies - centrally hosted on the each relevant Intranet - to ensure full compliance with current legal, regulatory, Customer and company requirements.

*Carry out any 'ad hoc' assignments as and when required pertaining to Smartphones.

*To be compliant with health and safety Customer & company policy and legislation.

Knowledge, Skills, Experience

*Technical Helpdesk experience

*Customer Service experience including a good telephone manner

*A thorough working knowledge of Windows Vista & Windows 10.

*A thorough working knowledge of the Airwatch MDM platform.

*Knowledge of hardware - Smartphones including Android, iOS & iPad

*Appreciation of Smartphone technologies & protocols.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.