3rd Line Support Analyst (Service Desk)

Recruiter
Microlise
Location
Nottinghamshire
Posted
10 Feb 2018
Closes
15 Feb 2018
Contract Type
Permanent
Hours
Full Time
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

Similar jobs

Similar jobs