1st Line Support Analyst

12 Jan 2018
10 Feb 2018
Contract Type
Full Time
1st Line Support Analyst Role Day to day you will be working as a 1st line support analyst in a support team, who pride themselves on their ability to solve complex issues and provide top class service to high level corporate customers in the international banking community. Responsibilities include: * Provision of a high level of support via phone and email; * Fault logging, tracking and escalation following defined processes; * Problem diagnosis/resolution; * Active monitoring of production system estates, via established tools; * Plan and prioritise work load without supervision; * Maintain team performance to meet or exceed platform SLAs; * Customer liaison; * Maintaining and enhancing team documentation; * General systems support. Candidates should have:- * Experience in a 1st line support role; * Excellent command of written and spoken English; * An emphasis on customer service; * Experience working with IT networks and computer systems; * Broad knowledge of IT systems/infrastructure; * The ability to work under pressure and to deadlines. This job requires a keen interest in computer systems, a logical working approach and a feel for detail. An ability to act on your own initiative is essential, as is a willingness to own an issue. This is a full time position on a shift rotation. Successful candidates will report to the Support Team Manager. Career development via technical, commercial or administrative roles can result from experience within the support team. Knowledge of some or all of the following would be beneficial: * Network architecture, TCP/IP, DNS; * ITIL and ISO27001; For more information on both contract and permanent roles via aap3, industry news and updates, check out our brand new website, follow our aap3 Recruitment page on Linkedin and follow us on twitter @aap3recruitment