1st Line Support - Warrington - Immediate - Permanent - £DOE

Sopra Steria Recruitment Limited
11 Jan 2018
10 Feb 2018
Contract Type
Full Time

1st Line Support - Warrington - Immediate - Permanent - £DOE

Role Overview

  • Working as part of a team of analysts and administrators across a range of contracts to specific service level agreements.
  • Roles in this level are responsible for delivering specialist services which involve the choice and application of diverse processes, systems and techniques or for supervising staff delivering a broad range of services.
  • Individuals work with a minimum of supervision, demonstrating a systematic, disciplined and analytical approach.
  • Roles at this level will work within established processes, procedures and guidance, with minimum day-to-day supervision, to provide a range of support services to an agreed standard or specification.

Key Responsibilities

  • Manage and take ownership of all change/problem/incidents.
  • Investigate problems, according to impact, through to resolution or error identification.
  • Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.
  • Assist with the handling of MI - Major Incident and identifying the root cause.
  • Review all implemented changes/problem/incidents to ensure that they have met their objectives.
  • Analyse change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary.
  • Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures
  • Monitor and audit the process, using qualitative and quantitative Key Performance Indicators.
  • Schedule and attend meetings according to the process and Governance Structure.
  • Identify any areas of difficulty or areas for improvement providing a quality service to the customer.
  • Review the processes and make recommendations for improvements.
  • Liaise with all necessary parties (including external 3rd parties) to co-ordinate Change building, testing and implementation in accordance with customer's schedules.
  • Manage all change/problem/incidents and escalate any issues to Problem/Change Manager.

Essential Skills Experience and Knowledge
Knowledge of ITIL service management processes and practices.
Knowledge of Incident Management, Problem Management and Change Management Processes.
Recognized ITIL Foundation.
Experience and knowledge of MS Office packages (at intermediate/advanced level), Lotus Notes and SMS or equivalent
Experience of working on a helpdesk in an IT environment.
Computer Sciences Certificate or equivalent.

1st Line Support - Warrington - Immediate - Permanent - £DOE

This job was originally posted as www.jobsite.co.uk/job/959925842