Service Support Analyst, Service Desk, Helpdesk, 2nd Line, SQL

People Source Consulting Limited
Chelmsford, UK
12 Sep 2019
19 Sep 2019
Contract Type
Full Time
My client a leading IT solutions provider are seeking to recruit a Service Support Analyst to provide timely and effective advice to internal and external clients in a high profile and demanding environment, to support the use of products and services.

Install, upgrade and maintain solutions, proactively monitor system health and provide support to the client base.

Key Responsibilities

1. Provide accurate advice to internal and external users in support of products and services.
2. Respond to, escalate and resolve all calls according to Support procedures and SLA targets and take ownership of the call throughout its lifecycle. Ensure that the ITSM and JIRA system is kept up to date with all relevant details.
3. Resolve the immediate incident and investigate any underlying problem to identify 'workarounds' and permanent fixes.
4. Proactively monitor the infrastructure, in cooperation with Network Support, taking corrective action as necessary.
5. Analyse problems, incidents and requests to identify trends and patterns for feedback as appropriate.
6. Liaise with Development and Project Management teams for support in diagnosis, investigation and resolution as and when required. Take ownership of issues throughout the incident lifecycle.
7. Follow up calls to ensure that they are satisfactorily resolved and maintain call lists at required, minimum, levels.
8. Be the primary technical contact for several high profile clients.
9. Deploy installations and upgrades to all necessary solution components and mobile devices.
10. Ensure that workarounds, support guides and other documentation are created, maintained and communicated to colleagues.

* Effective personal organisation skills - logical and systematic, attention to detail, prioritises workload and resources to achieve deadlines
* Programming\scripting experience
* Ability to process and analyse qualitative and quantitative data
* SQL experience/programming/ querying
* Enthusiastic - consistent energy levels; persistent, remains calm under pressure and able to manage a number of tasks simultaneously
* Linux\Unix Exposure
* ITIL Knowledge\Certification
* Must be able to work as an integral part of a tight knit team and have the ability to quickly establish rapport and credibility and enable the open flow of information
* Collaborative and results focused approach to problem solving
* Able to work shifts - flexible approach to working hours
* Basic networking knowledge (Tracert, pring, routing tables)
* Responsible and Reliable

People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy.

People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.

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