2nd / 3rd Line Service Desk Analyst

2nd / 3rd line Service Desk Analyst – North West London

Main Responsibilities:

The main responsibilities will be to provide first rate 2nd / 3rd line support to managed services clients.

You will demonstrate ownership of calls and become proactive in resolving all issues reported to the IT Support team within the agreed SLA’s and timescales and own such issues through to successful resolution, escalating where appropriate.

As well as the analytical mind set and technical experience required to work with technical contacts, you will need to have excellent communication and interpersonal skills for those less technically inclined.

Required Skills:

• A good standard of education with excellent skills in English and Mathematics.

• Experience of working as part of a 2/3rd line IT Support Team (minimum of 2 years)

• Excellent working knowledge of:

  • MS Office 2003, 2007 and 2010;

  • Windows XP and 7;

  • Windows Server 2003, 2008 and 2012;

  • Exchange 2003, 2007, 2010 and 2013;

  • SQL 2005, 2008 and 2012;

  • VMware vSphere, ESXi and vCenter;

  • VMware Site Recovery Manager

  • Citrix XenApp, XenDesktop, Provisioning Services and Netscaler;Active Directory administration;

  • Cisco, HP and Juniper network device administration;

  • HP P2000, P4000 and Dell EqualLogic storage arrays including SAS fibre channel and iSCSI protocols.

• Excellent analytical skills at infrastructure level.

• Good general knowledge of application troubleshooting.

• Ability to work on own initiative and as part of a team.

• High-level customer service and organisational skills.

• Professional manner with the ability to work under pressure, and prioritise effectively.

• Good understanding of call management and SLA’s.

Duties to Include:

• Accept and log all calls coming into the Support Desk using the service desk application (Hornbill Supportworks).

• Monitor service desk mailbox and log calls as they arrive.

• Analyse, troubleshoot and resolve 2/3rd line technical issues.

• Escalate to Team Leader or field service team or third parties where necessary.

• Adhere to client’s defined procedures.

• Support and assist the Team Leader where necessary

• Ensure all calls received are logged in the correct manner in accordance with customer SLA.

• Identify and suggest service improvements.

• Escalate any outstanding issues which are due to fall outside SLA’s in a timely manner.

  Ensure all relevant administration is completed on time and to a high standard

  Ideally with any of the following qualifications:

  MCP, MCITP, MCSA, MCSE; VCP; CCA.

  Please forward your cv for more info on this excellent opportunity!