Service Desk Technical Analyst (Tier 2)

1 day left

Recruiter
Microlise
Location
Eastwood, Nottingham
Salary
£22000 - £27000/annum
Posted
23 Jul 2017
Closes
22 Aug 2017
Contract Type
Permanent
Hours
Full Time
Service Desk Technical Analyst (Tier 2)

Are you a dynamic, quality focussed and target committed service desk analyst? Do you have a proven track record of success in completing incidents and meeting SLA targets?

A vacancy has arisen in our expanding team for an experienced and committed technical service desk analyst.
Job Description:

Established for over 30 years, with circa 250 staff, as experts in mobile asset and resource optimisation, Microlise’s mission is to empower our customers to reduce their costs and environmental impact by maximising the efficiency of their transportation operations.

The Microlise Service Desk is made up of Tier 1, Tier 2, Problem, Incident and change management. The Service Desk Team provides support for all application related issues including vehicle tracking, reports issues and data investigation. This is not your typical ICT help desk support role!

The successful applicant will be responsible for providing customer support and technical software assistance to our customers with in depth issues. You will need to be able to rely on your experience and judgment, as well as using pre-established procedures and instructions to identify research and resolve technical problems presented through Service Desk incidents. In addition:

• You will have a good understanding of problem and incident management;
• Be able to document fixes and see all incidents through to resolution;
• Be a strong communicator with the ability to provide timely progress updates and ETA’s to customers;
• Be able to track and monitor problem calls with specialist resolver groups to ensure a timely resolution.
Essential Skills:

• A minimum of 2 years Customer Support/Service Desk Tier 2 experience;
• Strong communication, interpersonal and analytical skills;
• Excellent technical skills, including SQL;
• Ability to communicate the resolution details of the incident in a timely manner, giving ETA’s and regular updates;
• Ability to work independently;
• Ability to work effectively and to prioritise own workload;
• Ensure KPI’s s and SLA’s set are met;
• Interface with Managed Service, DBA’s and Development personnel;
• Actively contribute to process improvements.
Desirable Skills:

ITIL qualified
Experience and usage of SQL
Additional company information:
• Winners of the JCB Innovation Award 2013
• A supportive culture with a proven track record of developing individuals and helping them to achieve their full potential
• Excellent company benefits
• An Investor in People
Key Skills (keywords)
Tier 2; technical analyst; SQL, Unix