3rd Line Analyst

Point Recruitment
St. Ives, UK
12 Sep 2019
25 Sep 2019
Contract Type
Full Time
3rd Line Analyst

£Salary Negotiable plus Benefits

Our client are looking for a 3rd Line Analyst to join their busy Service Desk Team to be based at our clients offices in St. Ives. (occasional on-site attendance at customer locations will be required)

The role is pivotal to the daily operation of the business ensuring that our clients customer requirements are met accurately and efficiently. The key to this position is communication, adaptability, responsiveness and prioritisation. You will be expected to resolve independently, or through contributing as part of a team, all incidents/problems which have otherwise been unable to have been resolved.

Key Tasks for the 3rd Line Analyst
• Work as a technically experienced and knowledgeable member of the Service Desk
• Supported by other Technical Experts, resolve incidents and problems which 1st and 2nd Line Analysts have been unable to resolve or where the issue exceeds their skillset
• Provide first-class customer service when interfacing with customers via telephone (and email)
• Maintain accurate record keeping via the support management system
• Liaise directly with third-party suppliers where they are supplying outsourced/subcontracted services that are contributing to any given issue
• Propose improvements to customer infrastructures/systems to our Technical Director where there are recurring problems with a focus on maximum availability
• Work to fully understand customer infrastructures and systems to the extent that you are self-sufficient in time

Skills and Key Attributes
• (Advanced) Microsoft Windows desktop editions
• (Advanced) Microsoft Windows Server
• (Advanced) Microsoft Exchange Server
• (Advanced) Microsoft Office
• (Advanced) Networking (Wi-Fi, LAN, WAN, VPN, DHCP, DNS, Routing and Internet)
• (Advanced) Backup Systems
• (Advanced) Printers
• (Advanced) Mobile devices, operating systems and MDM systems
• (Advanced) Virtualisation (Hyper-V / VMware)
• (Advanced) VoIP (3CX)
• Always demonstrate an empathetic and confident demeanour
• Always remain calm offering reassurance that you will work to resolve issues
• Excellent record keeping

• Excellent motivator encouraging collaborative working within the team
• Ability to enforce action and policy
• Good team player
• Flexible and pragmatic, yet resolute and decisive
• Be a self-starter
• Work well under occasional pressure
• Ability to train and explain concepts to users
• Full, clean UK driving license


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