3rd Line Support Analyst (Service Desk)

£24,000 - £35,000 per annum
01 Nov 2017
16 Nov 2017
Contract Type
Full Time

3rd Line Support Analyst (Service Desk)

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Have you got 3rd line service desk technical experience? Are you looking for a new opportunity and challenge? A role where you can take the technical lead and guide others? How about joining an organisation whose clients include industry giants such as Tesco, JCB and Eddie Stobart?

Yes? This could be a perfect opportunity for you!

We have 2 opportunities available to join us here at Microlise, Nottingham as a 3rd Line Support Analyst.

The roles are to deliver excellent 3rd line technical support to Microlise customers via the Services Team (24 x 7, 365 days per year).3rd line is the highest level of support in a three-tiered technical support model, responsible for handling the most difficult or advanced incidents and problems.

We are looking for someone who can provide an expert level when it comes to troubleshooting/ trending the key purpose of the role is to work closely with multiple resolving teams ? including internal Microlise teams and external 3rd parties seeing technical incidents through to resolution.

Key duties and skills:

To support the full service desk as required including but not limited too;

  • Identify root cause and scope of issues logged
  • To create tools for use by 1st/2nd line and provide continuous training/support to improved performance
  • Excellent communication skills with the ability to recognize your audience and to work closely with both internal and external stakeholders
  • Ensure Knowledge Articles are created, validated and published
  • To write SQL server database scripting and technical documents
  • Excellent problem solving skills and the ability to approach problems from all angles to resolve incidents and recognise patterns
  • To oversee major incidents - as a technical lead, chair investigation meetings, agree and assign actions, drive Incident investigation and resolution
  • Producing Weekly/Monthly/Quarterly reporting
  • Identify scope for or items for inclusion in service improvement plans
  • (SIPs) and review these as appropriate to ensure efficiencies at all times.

Essential criteria:

  • SQL Server skills and knowledge of querying databases at an high level
  • ITIL foundation as a minimum
  • Experience of report creating
  • Experience of managing blue chip customers
  • Experience within a 3rd line support role
  • Excellent communication skills
  • Technical qualifications
  • Positive attitude, capable of working under pressure

Why Microlise?

  • Top 200 company in Nottingham 2017, 47 in the Sunday Times HSBC International Track 200 league table 2017, Sunday Times top 100 Profit Track 2017, Megabuyte Top 50 2016, Ernest & Young Entrepreneur of the Year finals
  • Great little extras, Easter eggs, yearly BBQ and annual awards!
  • Tickets to the British Superbikes
  • Excellent pension scheme offering 3% contribution
  • Up to 29 days holiday with the bank holidays on top!
  • Vitality Health Insurance and Rewards (a free Starbucks every week!)
  • Childcare vouchers
  • Free parking, tea, coffee and daily fruit

Interested in the role? Great, we look forward to your application!

Just to let you know, telephone interviews will take place while the advert is still live, face to face interviews will take place on Wednesday 18/10/17.

Applicants must have eligibility to work in the UK (sponsorship is not available for this position).


Key words ? Service Desk, 3rd line, Problem, SQL, Scripts, Updates, Join, Stored processes, Technical Support, Technical Analyst,

This job was originally posted as www.jobsite.co.uk/job/959444967