1st Line Support Analyst

VACANCY DETAILS:

Job Title:

1st Line Support

Department:

Central Service Desk

Job Role & Responsibilities:

The Central Service Desk is responsible for supporting all members of our clients business community (Retail and IMS) with problems relating to their use of IT. The team operates a shift system, providing cover from 8:00 to 19:00, Monday to Friday and 08:00-17:00 sat, 08:00-16:00 Sunday.

The 1st line support role is responsible for

– Managing support queues to Service Desk Standard

– Resolve incidents/problems with servers, PCs, network and telecoms infrastructure

– Contribute to knowledgebase for both colleagues and end users.

– Analyse logs to find information requested by the business and to help find the causes of issues

– Escalate to 2nd,3rd line and 3rd parties

– Review and contribute to projects throughout their life cycle where necessary

– Maintain good working relationships with other members of the IT team and as well as members of other departments including 3rd parties to ensure delivery of quality service

– Ensure the delivery of service in accordance with SLAs

– Undertake administrative processes and procedures ensuring that they are followed accurately, diligently and are completed efficiently with minimal supervision.

– Ensure user compliance with corporate, IT and security policies

– Identify opportunities for improvement and make recommendations to line management

– Support the implementation of the DR processes in the event of total or partial failure/loss of the Production Environment at any site

– Ensure continuing personal development as new technologies are introduced within the department and migrated into the production environment

– Possible travel to other Inchcape sites

Core Skills & Experience required:

• Candidates must have a minimum of 1 years’ experience of working in a support capacity and an understanding of working with information technology.
• ITIL Service Management at Foundation level is desirable.
• The ideal candidate will be able to demonstrate a customer service mind set and ethos through providing user satisfaction through providing and driving a first class service with the team.
• Competent experience of various Operating systems, Win XP, Win 7
• Experience of mobile device management and supporting a fleet of corporate devices such as iPhones, ipads and tablets.
• Knowledge of Active Directory and Exchange; general administration of users’ accounts and mailboxes
• Candidates must be able to communicate clearly, accurately and patiently, at different levels, both verbally and in writing.
• He/she must be able to work calmly under pressure, with the ability to manage potential conflicts and prioritise conflicting demands.
• Candidate must be comfortable providing feedback and coaching to 1st line agents.
• Candidate needs to work in a team environment where the sharing of knowledge is essential. He/she must be able to provide accurate information to all levels of the management team within IMS and Retail.
• Candidate will be able to manage a major incident in the absence of the Service Desk Supervisor or Service Support Manager.
• Ability to work in a team environment with minimal supervision
• Fluent English written and verbal

Location:

Milton Keynes

Vacancy Type:

full-time