1st / 2nd Line Service Desk Analyst
My client, a large, successful and exciting infrastructure support services company based in Norfolk, East Anglia, have an immedia te opportunity for a 1 st /2 nd Line Service Desk Analyst to join their organisation. This is a contract for 6 months with opportunity for permanent transition thereafter . Applicants must be interested in the temp to perm transition. The contra ct rate is negotiable, ideally within £120-130 per day and the permanent salary is £20,000 p/a . The Service Desk Analyst will provide a first point of contact for all users of IS services in line with the agreed service levels. Provision of 1st and 2nd line support, taking ownership for the full lifecycle of an incident or request and the co-ordination of and/or liaison with Third Party Support providers . It i s essential the successful applicant has ITIL V3 knowledge and experience therefore ITIL V3 qualification would be a distinct advantage as desired but a minimum of ITIL environment experience is required . Role Responsibilities will include; 1. Incidents, Service Requests and Access Requests: Log, categorise, prioritise, and progress incidents and requests in line with agreed service levels and ITIL best practice. 2. First and second line support: Provide 1st and 2nd line support of applications and infrastructure, co-ordinating the technical escalation of an incident/request to 3rd line support. Perform remote fixes which may include installing and upgrading software/hardware and configuring systems/applications 3. Supplier Management: Prioritise, and coordinate the provision of support for an incident or request with third party suppliers. Implement corrective action to address any shortfall. 4. Service Transition: Co-ordinate the use of third party suppliers for IMAC services, including overseeing project work. Act as lead User Support Analyst on projects when required. Provide documentation and training for any new/changed services to the user support team. 5. Problem Management: Utilise the Known Error Database to resolve incidents. Escalate identified problems to Problem Management Skills and Experience required are; ESSENTIAL 1. Experience of providing 1st and 2nd line support within an ITIL environment. 2. Strong understanding of standard Microsoft application software and active directory, including use of remote desktop tools 3. Excellent customer service skills 4. Experience of working in an SLA driven environment and ability to consistently meet pers onal and team targets DESIRABLE 1. ITIL qualified – ITIL v3 preferred, and with experience of working in an ITIL environment. 2. Experience of managing 3rd party suppliers. This is an exciting opportunity for the successful candidate to be involved with a prominent organisation in Norwich. Please send updated resumes in the first instance highlighting your availability, rate expectations and relevant skills and experience as sought.
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