1ST LINE TECHNICAL ANALYST
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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.