Service Desk 3rd Line Analyst

Service Desk 3rd Line Analyst – up to £35,000 – Milton Keynes

Working for the Market Leader in Wealth Management and Pension Investment

Key Responsibilities and Accountabilities:

The key responsibilities of the role include:

1stto 3rd Line IT Support (Helpdesk and Deskside)
User administration within the following environments
Citrix
Active Directory
Exchange
Provide exceptional Service Support and Customer Service to the Business, via Deskside Support, Email and Telephone
Provide solution(s)/work around(s) to Incidents and Problems
Create, manage and evolve Polices, Processes and Procedures
Create, manage and transfer Knowledge
Work to SLA thresholds for incident(s), request(s) and problem(s)
Prioritising and Managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously
Systems & Performance monitoring
Trend Analysis and Problem management
Establishing and maintaining excellent working relationships with the Business and 3rd party’s
Review of Services, Application delivery, Patching and Anti-Virus
Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to James Hay.
Work with a variety of Business and Technical teams to enhance service
Supporting Users on both hardware and Software applications
Desktop \ Laptop Builds
Desk deployments