2nd Line Support Analyst
Up to £200 daily rate DOE.
This a fixed-term contract until 16/08/2020.
Chelmsford, Essex.
Pursuit Resources Group are looking to recruit for the position of 2nd Line Support Analyst, with an inspiring, not-for-profit corporation based in Chelmsford, Essex. Successful candidates will be responsible for progressing reported incidents that cannot be resolved at the first point of contact and require a higher level of technical knowledge and experience to resolve issues. Analysts will see to fix incidents within own capability and where not possible escalate to seek resolution.
The main responsibilities for the job include:
- Responsibility for answering phone calls from customers and resolving Office365 incidents and queries as the first point of contact
- Responsible for handling complex incidents requiring a high level of technical knowledge
- Maintain the quality and consistency of the service to minimise business disruption
- Enhance customer experience and maintain high levels of satisfaction
- Responsible for facilitating recovery to normal operation in busy environments
- Responsible for ensuring that resolved incidents are properly documented and closed in order that normal business operation resumes
- Responsible for analysing the causes of technically complex, multiple supplier incidents
- Informing service owners in order to minimise recurrence and contribute to service improvement ensuring continuity and effectiveness of business operations.
- Responsible for analysing metrics and reports on the performance of the management process
- Continual service improvement to ensure minimal disruption
- Specific individual and shared targets and objectives are defined annually within the performance management framework
Our client is looking for a candidate who can demonstrate the following skills and experience:
- ISO/IEC 20000, PRINCE2 and MSP
- Hold ITIL Practitioner level accreditation or equivalent professional qualification
- Educated to A-Level or equivalent in experience in a relevant subject
- Able to demonstrate a clear understanding and capability to work within relevant ICT related standards including IITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301
- Good customer service skills
- Evidence of continual professional development to keep pace with technology and business change that meet defined SFIA V7 competencies.
- Able to demonstrate good experience in a 2nd Line Analyst/Engineering or Service Desk role preferably working within a large Local Authority or with a Service Provider providing 2nd Line Analyst/Engineering or Service Desk services
- Must demonstrate a track record of working within effective teams delivering high-quality Service Management Services that have been proved successful in meeting complex business requirements and in enabling standardisation, simplification, sharing and re-use
- Good written, verbal communication and presentational skills.
If you feel you fit the requirements for this role and would like to discuss in more detail please contact Caroline Cubitt .
Pursuit Resources Group are an established recruitment agency based in Braintree, Essex. We recruit across many industry sectors within Essex, Herts, Suffolk, London and beyond. We cover both permanent and the temporary recruitment market. For more details visit our website www.pursuitgroup.co.uk or alternatively find us on social media under '@pursuitgroup'. To be notified of all the latest positions please follow us on Facebook, Twitter or LinkedIn.