2nd Line - Service Desk Analyst
Are you hands on and passionate about being a problem solver? Get excited about investigating and resolving issues? Yes? We have the perfect opportunity for you! Microlise are looking for a 2nd Line Service Desk Analyst to join our service desk support. You a will be proven, quality focussed and target driven with a track record of success in completing incidents and meeting SLA targets. Who are our customers? JCB, the leading supermarkets, Carlsberg , DHL, Boots and M&S to just name a few! What do Microlise do? An established market leader and growing software house based in Nottingham, Microlise’s mission is to empower our customers to reduce their costs and environmental impact by maximising the efficiency of their transportation operations. The Microlise Service Desk is made up of Tier 1, Tier 2, Tier 3, Problem, Incident and change management. The Service Desk Team provides support for all application related issues including vehicle tracking, reports issues and data investigation. This is not your typical ICT help desk support role! The successful applicant will be responsible for providing customer support and technical software assistance to our customers with in depth issues. You will need to be able to rely on your experience and judgment, as well as using pre-established procedures and instructions to identify research and resolve technical problems presented through Service Desk incidents. In addition: You will have a good understanding of problem and incident management Be able to document fixes and see all incidents through to resolution Be a strong communicator with the ability to provide timely progress updates and ETA’s to customers Be able to track and monitor problem calls with specialist resolver groups to ensure a timely resolution Essential Criteria Proven Customer Support/Service Desk 2nd line experience Strong communication, interpersonal and analytical skills Excellent technical skills, ideally including SQL Ability to communicate the resolution details of the incident in a timely manner, giving ETA’s and regular updates Ability to work independently Ability to work effectively and to prioritise own workload Ensure KPI’s s and SLA’s set are met Interface with Managed Service, DBA’s and Development personnel Actively contribute to process improvements. Why Microlise? 2018 - Top 20 in the BDO growth barometer - Nottinghamshire, 2017 - Top 200 company in Nottingham, top 50 in the Sunday Times HSBC International Track 200 league table, Sunday Times top 100 Profit Track, Ernst and Young Entrepreneur of the Year finals, Megabuyte Top 50 2016, and an IIP employer Excellent pension scheme with company 3% contribution Vitality Health Insurance and Employee Assistance Programme Childcare vouchers for eligible staff We believe in developing our staff and support our employees with their professional development goals. Great staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards 24 days holiday with bank holidays on top when you start Staff draws for events such as free tickets to the British Superbikes Free parking, tea, coffee and daily fruit Case studies from some of our customers - https://www.microlise.com/case-studies/ A bit more from one of our Service Desk Managers - https://www.microlise.com/blog/meet-robert-shoreson-microlise-support-service-manager/ 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 28/02/2018 Applicants must have eligibility to work in the UK (sponsorship outside of the UK is not available for this position).