Network Analyst

03 Oct 2017
02 Nov 2017
Contract Type
Full Time
Network Analyst needed for Capita Networking Solutions in Glasgow ! About Capita | Capita Networking Solutions We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too. Responsibilities and Accountabilities Act as a single point of contact for phone calls and emails from internal service desks and customers, regarding network issues. - Responsible to work with customers on helping gather information to aid technical troubleshooting, resolving, and communicating technical issues - Perform Tier 1 Network Troubleshooting and information gathering - Undertake defined activities such as taking system backups, compiling network performance, compliance and security vulnerability reports from the monitoring applications. - Undertake reactive activities such as carrying out agreed MACD's on customer's environment. - Observe the status and condition of network devices and systems via monitoring platform. Investigate alerts and events following ITIL event management process, if required follow incident management process to investigate and resolve issues flagged Take ownership of tickets, follow up the status of cases on behalf of the customer and communicate progress with customers in a timely manner - Log Cases with third party suppliers or vendors i.e. hardware replacement request, Telco fault, as well as triaging calls to other areas of the business as required. - Follow spares logistics processes to ship and collect hardware - Work to respond and close cases within our SLA's, ensure that cases are always updated with all activities and events concerning the case in question. - Contribute to the maintenance of support documentation in the knowledge base - Timely completion of all internal processes such as timesheets and mandatory training. - Proactive approach to keeping up-to-date with technical developments and changes to applications platforms. - Provide office cover during core hours. - To maintain a high degree of customer service for all support queries and adhere to all service management principles - Adherence to operational processes and procedures always - Enhance technical skills through cross-training with engineers in the NOC - Escalate unresolved calls to the Network Operations Manager Technical Requirements - Prior experience of working in a Service Desk or managed services environment - General understanding of Network technologies, mainly Routing, Switching & Wireless - General understanding of ITIL Incident, Change, Event management processes. An ITIL qualification is preferable but not essential - Good understanding and experience of windows operating systems & Microsoft Office - Ongoing development aiming towards vendor accreditations. What's in it for you? At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, discretionary annual bonus, pension scheme and access to voluntary benefit options including; child care vouchers, share plan schemes, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment. What we hope you will do next Help us find out more about you by completing our short application process - click apply now. Follow Capita on twitter @capitacareers Follow Capita on facebook @careersatcapita Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us. If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.
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