2nd Line Service Desk Analyst
Odeon Cinemas Group
£26000 - £26000
Odeon Cinema Group
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This is a great time to join ODEON's IT department as not only have we just moved to a brand new office on First Street in Manchester City Centre boasting an auditorium, Winter Gardens and PS4/Xbox One, We are also moving forward into the future with our IT and User Systems over the next year.!
Provided 2nd level support of ODEONs hardware, infrastructure, and applications including on call as required
Provide a technical escalation point for 1st Line Analyst
To utilise problem analysis techniques to diagnose and rectify technical problems and queries including and not limited to hardware and software including ODEON's business applications
To work within the Incident Management Process, Service Request, and Major Incident Process
To escalate any calls not achieving the SLA level or require additional support in order to resolve the issue
To ensure calls are associated with the Problem Management process as required.
Creation of knowledge-based documentation and training material
To liaise closely with team members, passing calls through to keeping the customer updated
Excellent record taking ensuring that all relevant details are recorded in tickets
Data and record management, to maintain additions and deletions of users and user information.
What does it take?
Technical background in management/maintenance of IT systems experience specifically in an Active Directory environment/Windows 2003 and above, LAN, WAN, SQL, Cloud Computing, Office365.
Broad understanding of corporate applications
Ability to manage, prioritise, coordinate calls effectively
A strong eye for detail and reacts quickly to identify and resolve issues
Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
Proven planning and organising skills being able to manage, prioritise and coordinate effectively
Team player with the ability to operate well and thrive in a team culture
What's on Offer?
Yearly performance bonus
25-days holiday + 8 days bank holiday
Film card entitling you to free film for you and your friends
Plus much more.