1ST LINE TECHNICAL ANALYST


Premium Job From LA International Computer Consultants Ltd

Recruiter

LA International Computer Consultants Ltd

Listed on

9th September 2019

Location

Peterborough

Salary/Rate

£14 - £18

Type

Contract

Start Date

asap

This job has now expired please search on the home page to find live IT Jobs.

My client who is based in Peterborough is looking for a 1st Line Technical Analyst for an initial 3 month contract with the potential to extend or stay on permanently.

This will involve:

Answering incoming contacts from customer base and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Service Operations Team Leader

*Accurately log incidents and ensure all relevant data is captured whilst logging the incident as the single point of contact from end users.

*Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

*Proactively keeping Customers informed on incident or request status whilst owning tickets through to resolution

*Escalate incidents where a first time fix is not possible to the relevant resolver group.

*Adhering to Incident management procedures.

*Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

*Keeping up to date with the current standard procedures.

*Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

*Creation of new knowledge articles to improve speed of resolution.

*Provide a point of technical escalation and expertise.

*Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

*Work with 2nd Line Analysts/Customer resolver teams to better understand issues and resolutions and increase knowledge/FTF rate

*Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

*Educated to GCSE level or equivalent in Maths and English.

*Good knowledge of IT platforms, equipment and applications.

*Proven Customer service skills

*Fault diagnosis and rectification

*Minimum of 12 months' experience as an analyst within a similar environment

*Industry recognised qualifications in relevant area is desirable (i.e. MCP)

*Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)

*Active Directory knowledge: Creating user accounts, reset passwords, create groups etc

*Routine systems administration tasks -BES, Exchange, Airwatch, and DUO

*Blackberry and iPhone account management and provisioning

*PC Architecture, Citrix, Microsoft 7, MS Office 2010 and 2016

*A good understanding of basic data and voice communications networks and systems

*12 months Service Now experience desirable

*Positive, enthusiastic and supportive individual.

*Effective communication skills.

*Ability to take ownership of and progress incidents to resolution.

*Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.

*Ability to work under pressure and apply existing knowledge to unknown areas.

*Ability to work in a team and to support team members.

*Structured troubleshooting skills and inquisitive nature.

*Passionate, professional, with a 'can-do' attitude at all times

*Proactive thinking

*Problem management and Problem solving

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.

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